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
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.
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
As we defined in yesterday’s blog post, Customer Satisfaction vs. Customer Loyalty, customer loyalty consists of two factors – loyalty behavior and loyalty attitudes. Loyalty behavior (or customer retention) is when customers make repeat purchases of current brands, rather than buy from competitor brands. 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 vigilant 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.
Customer loyalty programs can be implemented into your overall business plan and be used to expand your business. Consider using online survey software to create customer loyalty surveys. Many experts believe that online customer loyalty surveys are a strong research method. By allowing customers to provide feedback and be more involved in the company experience, your business is building a stronger loyalty base and bond with your customers. Implementing a regular customer loyalty survey may cause a noticeable positive shift in your company’s overall loyalty. Continue reading
What is the difference between Customer Satisfaction and Customer Loyalty?
First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes. Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading
Many companies realize that customer retention is extremely important. They recognize that losing valued, loyal customers is bad for the company’s long term revenue potential and overall success. Even though this is understood on a basic level, few companies – especially those companies providing a service – seem to misunderstand what losing a single customer can mean to the business. Continue reading
One of the key factors of becoming a successful business and to secure a company’s longevity is to create a solid and loyal customer base. A solid customer base is your springboard for fostering new customers. Your current customers are essentially the “voice” of your products or services. Whether they are offering a product review, completing a customer satisfaction survey, or providing word-of-mouth feedback to potential customers, they are promoting your company’s products and services. Because the voice of customers is so important to your company’s success, it is important to keep your customers satisfied.
So, how do you keep your customers satisfied? Let’s face it. Within each of your target markets there are many competing companies just like yours working toward the same goal. If you want your customers to continue to buy your products or services instead of switching to the competition, you must use advanced tools provided by an online survey software provider that will allow you to create effective customer satisfaction surveys to collect customer feedback. Feedback can be used to better shape your strategic business and marketing plans. Continue reading
In this economic climate, starting a business can be a challenging and daunting undertaking. However, it is certainly not impossible to do. As you begin writing your business plan, think about incorporating a good survey software tool into your overall plan to create research surveys. Conducting research surveys will help you initially gather data about the environment or location of where you want to start your business; potential customers/clients; trends; current competition; consumer needs; and much more. As a long-term strategy, a business should utilize survey research as an effective way to collect and analyze data on a regular basis. Continue reading
Many, if not all, industries use customer satisfaction surveys to gather customer feedback. Survey data from customers is used to plan, formulate strategic business strategies and solutions, and make informed business decisions, which improve overall performance. At times, it can be a difficult and laborious task to develop and execute an efficient process of surveying large numbers of customers in a way that produces meaningful results. To get the most use out of your survey research, prior to administering a customer satisfaction survey that targets a sample of customers, take the following factors into consideration: Continue reading