Customer Satisfaction Survey

Customer loyalty, as they say, cannot be bought, it needs to be earned. According to a study, in the US, organizations can lose upto 45% of their customer value, if they are not satisfied with the customer service or don’t get the expected response.

This is no rocket science, customers have too many choices and your loss is someone else’s profit. An excellent way to retain your customers is to make sure a customer satisfaction survey is deployed and any issue related to the same should be immediately addressed.

Customer Satisfaction plays an important role while planning the marketing strategy of an organization especially when it comes to branding. Social media is playing a very crucial role in branding activities. An unsatisfied customer is free to express his/her view on a medium that is accessible to millions of people. One negative review or feedback can do an irreversible damage to the brand. Hence it is extremely important for an organization to conduct Customer Satisfaction Survey to monitor their clients.

  When businesses realize the importance of customer satisfaction, they make sure every unhappy customer is contacted in person. There are various business strategies that businesses offer in order to convert an unhappy customer into a happy one.

Offering vouchers or discount is an immediate remedy to repair the damage done. But if the businesses really care about their customers, they will regularly deploy customer satisfaction survey to the customers. For any organization measuring customer satisfaction should be a habit, not an option Measuring customer satisfaction should become your daily habit.

If the customers are satisfied with your brand, revenues will keep kicking and the targets will be met. A satisfied customer is an asset to any business. In the wise words of Simon Sinek, “People don’t buy what you do, they buy why you do it.”

 In study after study, customers rank superior customer service as their number one priority when doing business with a company. Dimensional research reports that 62% of B2B and 42% of B2C customers purchased more as a result of positive customer service experiences. At the same time, 66% of B2B and 52% of B2C customers walked away from a company when they were dissatisfied with the customer service they received.

Surveys signal to the customer that a business genuinely cares about their feedback and wants to know how they can provide improved service.