Do you know the difference between Customer Satisfaction and Customer Loyalty?
Let’s start by defining the two.
Customer Satisfaction is a measurement of customer attitudes toward products, services, and brands.
Customer Loyalty has two parts. Customer Loyalty is made up of loyalty behavior and loyalty attitudes. The first, loyalty behavior (i.e. customer retention) is the act of a customer making repeat purchases from a brand rather than choosing a different, competing brand. The second is loyalty attitudes which are a customer’s opinions and feelings about products, services, or brands that are associated with repeat purchases. At times, a customer can display loyalty behavior without loyalty attitude. And vice versa, a customer can display loyalty attitude without exhibiting any loyalty behavior.
Customers are the link to business success, but every day businesses lose customers to competing businesses. Your business simply cannot afford to lose customers to your competition. Customer Satisfaction and Customer Loyalty should be on the forefront of planning. Both should be incorporated into the long-term goals of your business. Continue reading
How long do you expect a customer satisfaction survey to be?
The primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain and retain customer loyalty. Customer satisfaction is essential to the survival of any business. How do we find out whether our customers are satisfied? We ask them. Customer satisfaction surveys are an important tool used to gather feedback from customers about their satisfaction levels, and for developing strategies for improvement.
In the development process, how long do you make a customer satisfaction survey? As with any survey, the answer is always “it depends.” It depends on many factors, in particular, the main objectives set for the research. If comprehensive and realistic objectives are not set, the survey will have little to no value. Before you begin the process of designing a customer satisfaction survey, ask yourself why you are conducting the survey and what you want to learn from it. Continue reading
We welcome you to join us for a free webinar on questionnaire design hints and tips
Please join us, tomorrow, Thursday, March 20th as UK Training Consultant Marc Ellison will run one of our popular free hints and tips webinars.
Webinar title: Questionnaire design in Snap: hints and tips
When: Thursday, March 20th, 2014
Time: 15:00 GMT UK | 16:00 Europe | 11:00 AM US EDT | 10:00 AM US CDT | 9:00 AM US MDT | 8:00 AM US PDT
Marc will be covering design questions that surfaced during our recent customer satisfaction survey. Marc will also demonstrate some of the clever design techniques that we used in our recent “Big Quiz” plus more.
If you’d like to see a particular aspect of questionnaire design covered in this webinar, we welcome you to email us and we’ll do our best to fit in your topic.
» Register for this free webinar
Include or exclude report content with Conditional Reporting using Snap 11 Survey Software
With Conditional Reporting, a Smart Reporting feature now available in the newly released Snap 11 Survey Software, you can include or exclude report content driven directly by the context or by cell values of background analysis. For example if “friendliness of staff” scored poorly in a customer satisfaction survey, a more detailed breakdown of the results can be included. This wouldn’t appear in the report if “friendliness of staff” scored favorably.
Additionally, Action Plans can be included in reports based on scores. For example if “friendliness of staff” was scored poorly, suggested actions can be included. Again, this wouldn’t be included if “friendliness of staff” wasn’t identified as an issue in the customer satisfaction survey. Continue reading
Customer Loyalty Survey Mistakes
As we previously discussed in our blog post, Do You Know the Difference Between Customer Satisfaction and Customer Loyalty?, customer loyalty consists of two main factors, including: loyalty behavior and loyalty attitudes. Loyalty behavior is when customers make repeat purchases of current brands, rather than buy from competitor brands (customer retention). And, loyalty attitudes are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases.
Customer loyalty is a critical component of maintaining a successful, long-term business. Customers that are frequent users of your products or services are more likely to be repeat customers and recommend your business to others – keeping the business relationship alive and away from your competition.
Employee Satisfaction Produces Customer Loyalty
Satisfied employees help produce satisfied customers. Satisfied employees are likely to assist customers with a more pleasant demeanor and a higher level of customer service. This creates a more satisfying customer experience, increases customer loyalty, and ultimately drives increased profitability. Conversely, low employee satisfaction and overall low employee morale can negatively effect company operations greatly, causing dissatisfied customers and hurt profitability.
Any business, including your business, needs to focus efforts on front-line service staff – those employees that have direct, daily contact with customers. The connection between front-line employees and customers should be at the center of management attention. Managers need to take into consideration the additional factors that yield profitability at every level in the organization, including: investment in good, quality workers; technology that supports front-line employees; concrete recruiting and training practices; and compensation linked to employee performance.
Take customer satisfaction into consideration when developing strategic business decisions.
The most efficient way to measure customer satisfaction is to develop customer satisfaction surveys with the help of a good survey software solution. An advanced survey software solution can manage multi-mode survey research methods – produce the same survey in different formats; including online surveys, mobile surveys, paper surveys, and more – depending on the best method to reach your target customer base. Customer satisfaction surveys are designed to give you anonymous and unambiguous insight into your customers’ thoughts and perceptions pertaining to your products, services, programs, and your organization as a whole. They can also provide valuable information leading to what needs to be changed in order to retain lasting customer relationships.
Use Conditional Reporting, a new Smart Reporting features of Snap 11 Survey Software, to include or exclude report content
Using Conditional Reporting, a Smart Reporting feature of Snap 11 Survey Software, you can include or exclude report content driven either directly by the context, or by cell values of background analyses. For example if “friendliness of staff” scored badly in a customer satisfaction survey, a more detailed breakdown of the results can be included. This wouldn’t appear in the report if the score was positive.
Action plans can also be included based on scores. For example if “friendliness of staff” was scored poorly, suggested actions can be included. This wouldn’t be included if “friendliness of staff” wasn’t identified as an issue in the customer satisfaction survey.
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View Smart Reporting options in action in the Snap 11 Survey Software preview webinar, now available to watch at your convenience. To skip to view available Smart Reporting features in Snap 11 Survey Software, including Conditional Reporting, click on “Smart Reporting” in the upper left-hand menu. Continue reading
Avoid over-surveying your customers with these strategies
Surveying your customers is a great way to learn more about customer satisfaction, areas where your products, services, or overall organization needs improvement, perceptions about your brand, and many more. However, over-surveying your customer base can cause a decline in response rates and may also weaken the value of your surveys.
Your customers are flooded with requests for feedback through online and email surveys, mobile devices, and through many social media outlets. Don’t be that organization that inundates their customers with incessant requests for feedback.
Here are six strategies to tactfully gather feedback from customers while at the same time ensuring that you are not overwhelming your customers, or worse, damaging the customer relationship. Continue reading
10 Issues to Consider when Designing Online Surveys, Issue #6
We are into week two in the Snap Survey Software blog series concerning the 10 issues that can occur in online survey design. We move on to issue #6.
Issue #6: Information accuracy
As mentioned previously, some survey questions yield more accurate results than others. Survey respondents can easily and accurately answer straightforward demographic questions about their gender and age, however, when it comes to attitudes and opinions on a particular subject, some respondents may not have a clear answer.
Attitudes and opinion questions should be phrased in a way that best represents how survey respondents think and speak about a particular subject. In some cases, certain online survey questions need to be skipped when they do not apply to the respondents’ experiences or they are irrelevant to the respondent. Continue reading