Saturday, January 27, 2018
Our tips for measuring customer satisfaction
The links between customer relations, customer loyalty and company growth are clear to see. For many entrepreneurs, customer satisfaction is a priority, especially if they want to improve a product or service in a way that is relevant to their customers' needs.
However, knowing and evaluating the level of customer satisfaction isn't that simple! SatisFactory, the customer satisfaction specialist, shares with you some of its tips on key points to know about customer satisfaction. After having worked out the questions to ask yourself before carrying out the questionnaire, we'd like to offer you a few tips on how to measure customer satisfaction.
Understanding overall customer satisfaction
When designing a customer satisfaction survey, it's important to include questions that measure overall customer satisfaction. The following questions are addressed "Overall, are you satisfied....?" "How did you find the whole of...." and they will enable us to find out the customer's overall opinion, their product experience and the service purchased.
If the consumer has had a positive experience with your company's product, this customer will attribute a good notification to your brand which will correspond to quality characteristics and this will take into account three contexts that are therefore important to consider:
- Overall quality
- Perceived reliability
- The ability to meet needs
Measure customer loyalty with your customer satisfaction survey
Customer loyalty is the probability that your customer will come back to buy your product or service again. In order to measure it properly, we recommend that you include questions such as "Will you continue to buy/come back..... " in your customer satisfaction questionnaire. "Would you recommend ..... to a friend? To your family?
With these types of questions, you'll be able to find out not only how likely your customer is to repurchase the brand, but also how likely he or she is to recommend it to a friend or family member.
The sum of the question including overall satisfaction with the other two views below will give you a measure of loyalty.
Emotional dimension in the customer satisfaction questionnaire
The affective dimension and customer satisfaction are two notions that are more or less linked. The "likes" and "dislikes" of a product and/or service will very often be influenced by the customer's perceived quality characteristics and product expectations.
To find out what people think about these elements, it may be useful to ask questions along the lines of "Are you satisfied with the sensation/flavor....?" This will enable you to analyze the strengths and weaknesses that need to be addressed in order to best satisfy your customers.
So don't hesitate to contact us to find out more about our solutions for customer satisfaction surveys. Our teams are at your disposal to advise you and propose the most appropriate solutions for your company.
