The actual concept of customer satisfaction It is quite extensive, it is usually a measure that we use to consider the level at which a customer is proud of a product, service or experience. In practice, this is achieved using numerous inquiry-based design tactics through polls, in order to assess the research responses or other collection methods. Several times the information that is collected gives us immediate information after a direct analysis.
Various companies use the five-point Likert scale to determine the relationship of customers with the company. Other tool used but less frequent is the Net Promoter Score (NPS). The main objective of this practice is to measure how a customer feels with the interaction of your brand or services.
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The main argument is that a company should inspire the best pleasure to its customers, although previously semantic arguments were not taken into account. account, nowadays it is a method of great importance since it focuses on supplying an average practice, in order to establish static factors to your business.
In this article you will find:
Why is measuring customer satisfaction so important?
Customer satisfaction is considered a marketing term that calculates how customers goods or services provided by a company meet or highlight a customer's expectations.
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Customer satisfaction is important because it supplies marketers and customers with company owners a philology they can use to manage and develop their business or products.
Top reasons why customer satisfaction is so substantial:
- It is a leading roadmap of consumer buyback purposes based on honesty and responsibility.
- It is a point of difference.
- Reduce the loss of customers.
- Increase the customer's lifetime value.
- Cut down on negative comments.
- It is more feasible to retain customers than to get new ones.
- It is a leading indicator of intentions
Customer satisfaction is considered the best itinerary for a customer to make a purchase in the future. Asking clients to rate their well-being on a scale of 1 to 10 is an excellent way to see if they will become repeat buyers or even advocates for their own business.
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Any user who gives a rating of 7 or more is considered a Satisfied Customer, and you can safely expect them to come back and make repeat purchases. The users who give you a rating of 9 or 10 are your potential customers, advocates of the company.
Ratings of 6 or less is a warning sign indicating that a user is dissatisfied and is at risk of leaving. These users should be placed on a customer analytics list, in order to track them so that they can see why their satisfaction is so low.
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It's a point of difference
In a professional market, companies compete for users, customer satisfaction is considered as a main differentiator. The companies that enjoy success are those that enjoy 100% customer satisfaction, classifying it as a key element of their business tactic.
Reduce the loss of customers
A global study of customer satisfaction in the Accenture association (2008) showed that cost is not the reason primary loss of users or customers, is actually based on the poor quality of the service or product supplied.
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Customer satisfaction is the method you can use to reduce the loss of users. By calculating and observing customer satisfaction, it manages to carry out new processes to increase the usual quality of its customer service.
Increase customer lifetime value
An investigation carried out by InfoQuest revealed that a completely satisfied user contributes 3 to 6 times more of her income than maintaining a less satisfied customer. Business complacency plays a significant role in the amount of income a user generates for your company or business.
Successful companies that care about the importance of customer life value are more likely to increase this term automatically, it will also increase the returns on your marketing dollar business.
Reduce negative comments
The McKinsey association revealed that a disgruntled user tells other customers about their poor experience of their company's services or products. In other words, 15% of dissatisfied users tell more than 18 people about their bad experience. Originating negative comments on your website or work environment.
It is more feasible to retain customers than to get new ones
This is possibly the most significant satisfaction statistic out there. Indicating that it costs seven to eight times more to get new customers than to keep existing customers. New users cost more to obtain than the money itself. For that reason, ideally, the marketing team will invest a few thousand dollars to get the attention of existing customers.
