“I am not satisfied”.
This is one of the most painful statements that you will ever hear from your customers. Being a business owner, you know that a lack of customer satisfaction means a lack of customer retention. You also know that a lack of retention means a shrinking customer base and reduced profits.
If you’re not worrying about your customers’ experience with your product or service, then don’t expect them to become loyal to your brand. It’s harsh, but this is the reality. The faster you accept it, the better it will be for your business.
Happy and satisfied customers are the key to your business’s long term profits. However, although ‘satisfying customers’ may sound easy, in practice it’s a bit more complicated. For this reason, a lot of businesses have started using customer service satisfaction surveys to learn how to improve their customers’ experiences so they keep coming back.
A successful business needs at least these three base level things:
- A high quality product
- Competitive price for the product
- Attractive packaging of the product
But those three things are not nearly enough. You also need to know the experience that your customers have with your product or service and your company through each stage of your sales funnel. The best way to learn this information is simply to ask. This is where customer satisfaction surveys come in.
Benefits Of Conducting Customer Satisfaction Surveys
- Understand the perspective of your customers– Customer satisfaction surveys are a valuable tool for businesses. They help you gain a detailed understanding of how your customer experiences your brand, as well as what their needs, expectations, and concerns are so that you can improve your product or service to match them.
- Differentiate your brand from competitors– Oftentimes, products between competitors in the same industry are very similar. What sets one company apart from another is the level of service they provide. Customer satisfaction surveys will help you understand how best to serve your customers, giving you an edge on the competition.
- Serve current customers, win the attention of new customers– It is at least 65% more expensive to acquire a new customer than is to keep an existing one. Ideally, if a customer is satisfied with your product and service, they will keep coming back to you and recommend your business to people they know. Referrals and returning customers form the bedrock of your existing and future business.
- Set your future priorities– Analyzing the responses to customer satisfaction surveys highlights your company’s strengths and weaknesses from your customer’s perspective. This will strengthen your willpower and help you set your new priorities to exceed your customer’s expectations going forward.
Customer satisfaction should be the topmost priority for any business, regardless of the nature and size of your company or industry. Exceptional service and after sale support can win their hearts and make you the top brand within your target audience. Conducting customer satisfaction surveys will help you know how best to serve your customers and accomplish that goal.