Today, customer satisfaction is an absolute necessity in every enterprise. Without it, it is difficult to achieve good results and success on the market. The more so as the competition is awake and there are more and more of it every year. Positive experiences with the company are currently the key to success, and sometimes even the main area of competition in your industry. How to ensure customer satisfaction?
What is customer satisfaction?
According to the Cambridge Dictionary, customer satisfaction is: "a measure of how satisfied consumers feel when they do business with a company." It tells us to what extent the company meets the needs and expectations of consumers both before, during and after the sale. It is influenced by such factors as: product quality, customer expectations, communication, complaint processing, delivery process and many others.
How to measure it?
It is not enough to assume that the customer is satisfied because he left the store smiling with our product in his hand. Such thinking is illusory, as some consumers may be just polite. Customer satisfaction belongs to marketing indicatorsthat must be measured in order to survey the opinion of our consumers and know what area should be worked on. The easiest way is to conduct customer satisfaction surveys that provide this information. You can ask about your overall satisfaction, for example by asking "How satisfied are you with product X?" Another way is to find out about the customer's plans to re-buy the brand's product. You can ask a question in the form of: "Will you make purchases at company X again in the next month?". An important question is also to check whether the customer would recommend a given brand or product. This information allows you to check what it is customer loyalty.
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Why is customer satisfaction so important?
The company should not only focus on acquiring new customers. You should also remember to keep loyal customers, as this is an activity that generates much lower costs than applying for new consumers. That is why customer satisfaction and its measurement are so important, because it allows you to maintain regular and satisfied consumers, and this increases the likelihood that you will buy something from you again. What's more, it reduces the outflow of consumers to the competition, increases the positive message about the brand through recommendations or positive opinions on the Internet, and above all increases your revenues.
