Wednesday April 29, 2015
What tools are available to measure customer satisfaction?
What if customer dissatisfaction were an opportunity for your company? Dissatisfied customers are much more likely to express themselves and vent about the services provided by your company. But for this to happen, you need to have a feedback management strategy in place. In this article, we'll look at the tools you can use to improve customer satisfaction. SatisFactory, a feedback management specialist, has some advice for you.
How do you measure customer satisfaction?
Before you can analyze your results, you first need to think about your strategy for gathering customer feedback. There are a number of customer satisfaction measurement tools at your disposal. First and foremost, you need to draw up your customer satisfaction questionnaire. Once this has been done, it's time to think about the channels to use to distribute your questionnaire. The telephone may be the most traditional method, but it's not the most effective. There are, however, other channels to exploit:
- Email, which has the advantage of being easy to send to a large database
- SMS, a channel with a very good open rate
- On a touch terminal at the point of sale
- On your website
- On specialized websites
Don't hesitate to offer a reward for your customer's time in answering your questions, as this should help boost the participation rate.
What indicators do you have at your disposal?
In general, measuring customer satisfaction means using 3 main customer satisfaction indicators:
- Customer Satisfaction Score (or CSAT). This is the classic and historic indicator for measuring customer satisfaction, and simply measures the customer satisfaction rate.
- Net Promoter Score (or NPS). The Net Promoter Score is not a measure of customer satisfaction, but rather of whether your current customers would recommend your services or products to others.
- Customer Effort Score (or CES). The purpose of this indicator is to ask customers to estimate the level of effort they had to make to acquire your products or services.
Why use SatisFactory to measure customer satisfaction?
SatisFactory specializes in feedback management and helps its partners to improve customer satisfaction. When you call on SatisFactory for your strategy, you benefit from a wealth of experience and unique know-how in terms of customer satisfaction. In fact, SatisFactory has developed a technical solution that enables you to manage and centralize your feedback management information. Beyond this technical solution, SatisFactory is also a service provider that supports you throughout your strategy.
