Increase customer engagement, customer satisfaction, business growth and profits
Your business customers and consumers have a wealth of information and knowledge about what it’s like to be a customer of your business. Many of your customers are also customers of your competitors.
Your customers know what can be done to improve your company’s quality, products and services, customer service, customer communications, and other important criteria to achieve total customer satisfaction and loyalty.
While most companies are aware of the need to take action and make improvements to become more competitive, they often overlook important hidden actions that can really make a difference for customers. That’s where customer surveys come in, uncovering the hidden information you need to compete more effectively.
Critical need for customer satisfaction surveys/customer opinion surveys
Customer satisfaction surveys provide the information and insight you need to keep existing customers and attract new ones. Here are six compelling reasons that demonstrate the return on investment of customer satisfaction surveys:
1. It costs 5 to 10 times more to attract new customers than to keep existing customers
2. Most dissatisfied customers don’t complain directly.
3. But when customers aren’t satisfied, they all complain to friends and business partners.
4. Some dissatisfied customers remain customers, but buy less
5. Other dissatisfied customers leave…become customers of your competitors
6. Loyal customers buy more and recommend your company, products and services to friends and business partners.
Product, Sales, Service, Psychological and Other Factors that Drive Customer Satisfaction and Sales
Your customers behave, act, buy and recommend based on their experiences, what they hear, how they feel and what they believe about your company, your products, your employees and your sales and service execution. Customer opinion surveys and customer satisfaction surveys should be created keeping in mind the important psychological factors that drive employee performance.
Customer Satisfaction Survey / Customer Opinion Survey Metrics
Customer satisfaction survey ratings provide a clear picture of current and ongoing levels of performance and satisfaction. Customer feedback and suggestions provide highly actionable insights and insights for breakthrough results.
Customer survey metrics include the following and other customer, sales, performance, and service-focused criteria, depending on the type of customer survey being conducted and the industry:
1. Characteristics, styles, effectiveness, competitiveness, quality and reliability of products and services characteristics, styles, effectiveness, competitiveness
2. Customer knowledge and satisfaction with products and services
3. Prices of products and services
4. Effectiveness of marketing and advertising
5. Customer loyalty/probability of retaining customers
6. Image of the company / reputation of the company and the product
7. Price competitiveness
8. Customer commitment
9. Willingness of customers to recommend your company, products and services
10. Ease and time to contact a service representative with questions and problems
11.Waiting time
12. Timeliness and effectiveness of problem solving
13. Courtesy/attitude/professionalism/knowledge/responsiveness of sales and customer service staff
14. Employee creativity
15. Effectiveness of communications
16. Availability, effectiveness, empowerment of sales and service personnel
17. Satisfaction and effectiveness of sales, field service and customer service
18. Availability, access and effectiveness of the website, call center and customer self-service
19. Customer satisfaction levels sorted by demographics
20. Customer satisfaction levels sorted by your business demographics (location, sales and service representative, etc.)
21. Satisfaction with the access and opening hours of the sales and service premises
22. Satisfaction with the sales and service environment and policies
23. Deadlines in meeting deadlines
24. Utility/Ease of Use of Company Website
25. Management of product returns
26. Shipping the product
27. Customer shopping experience
Benefits of Customer Satisfaction Surveys / Customer Opinion Surveys
Customer satisfaction surveys and customer opinion surveys generate significant bottom line benefits and a very strong recovery:
1. Learn what it takes to achieve breakthrough increases in customer satisfaction, loyalty, and retention
2. Get insights to attract new customers
3. Identify cross-sell opportunities
4. Discover ideas for new products and services
5. Manage moments of truth more effectively
6. Gain insights to prioritize performance improvement initiatives and projects
7. Make significant improvements in customer service and sales performance attributes, including timeliness, professionalism, courtesy, knowledge, customer communications, problem-solving effectiveness, etc.
8. Improve communication with customers
9. Improve the customer experience with your company
10. Increase service quality and productivity
11. Make better, more objective decisions based on customer feedback
12. Identify problems and opportunities by location, communication channel and other criteria
13. Identify and fix recurring issues affecting customers
14. Send an important message to customers and employees that management cares about customers and their opinions.
15. Be more competitive
Conducting employee satisfaction surveys and employee engagement surveys is a great way to ensure employees are satisfied and engaged with their jobs, and committed to satisfying customers.