Today, measuring customer satisfaction is key for any company that wants to stay on the podium. Of course, achieving this isn't an easy task, but it is possible. If you're looking to increase sales or your brand reputation, don't miss read this article with the best tips to focus your eyes on the customer and attract them forever!
The importance of measuring customer satisfaction
Every business, company or brand must contemplate that its actions and strategies always should keep in mind their customers. In the past we used to underestimate the importance of costumers on our marketing strategy. But now a days we know that they are the most important factor.
When a user decides to buy a certain product or service, he will be attracted by the expectation that the product has caused on him. Immediately and irretrievably he will make a comparison between the advantage obtained and the initial expectation. Satisfaction or dissatisfaction will appear right there.
As you can imagine, the importance of applying different ways to measure your customer's satisfaction allows you to know them, what they need and where your strategies should go to achieve the desired profitability.
Besides recognizing how happy our client is with our brand, the measurements of any action or campaign carried out provide other extremely useful information that we can take advantage of to use in our favor:
- Determine the increase or deficiency of
- Improve products or services.
- Improve customer loyalty.
- Analyze advertising and its scope.
Techniques for measuring customer satisfaction and winning!
Here we will share with you the most effective techniques to measure the satisfaction of your customers, helping you to turn your business into a place loved by consumers.
- SERVQUAL
This popular research method allows us to measure the service quality of the product acquired by the client. In this way, the client is asked to rate the service compared to what he expected from it.
The questions that are asked to the consumer refer to 5 factors of the porduct, from the moment it leaves the company until it arrives at their hands. The stages are: delivery, trust, appearance, empathy from the company and responsiveness.
- MYSTERY SHOPPER
One of the most used techniques by hotels, stores and restaurants in order to evaluate the quality of the service offered. For this purpose, an "undercover buyer" is hired, hewill be responsible for analyzing certain criteria that, for example, could be those provided in SERVQUAL.
The information that can be collected is very valuable in terms of the behavior of the employees and the perception at first sight of a connoisseur about the correct loyalty.
- POST SERVICE OR PRODUCT
Long Post-product or service surveys are appropriate for measuring customer satisfaction..
Using inquiries based on a rating of 1 to 10 is usually the best option since it involves little response time for the user. You may apply certain phrases or words that will rate the product deliver as bad, intermediate or good.
Long Follow-up surveys are very effective since they can be sent through email marketing campaigns and give the customer more time to respond with details about their satisfaction or dissatisfaction with the product obtained.
- SOCIAL NETWORKS
The The use of social media metrics to measure the impact of actions, strategies, and products promoted by a brand is increasing. The rise of these platforms and new ways to communicate between consumer and brand makes their use essential.. The rise of these platforms and new ways to communicate between consumer and brand makes their use essential.
Through social networks you can know the frustrations and satisfactions of your followers and where you should manage your communication with them.
5 . CES
Customer Effort Score refers to the rate of effort that the customer makes to see their demands, questions or requests satisfiedCustomer Effort Score refers to the rate of effort that the customer makes to see their demands, questions or requests satisfied. Thanks to this metric, we can quantify this extremely valuable information to improve how efficient we are at responding to consumer demand and, in this way, use strategies that increase our clients' loyalty to our brand. how efficient we are at responding to consumer demand and, in this way, resort to strategies that increase our clients' loyalty to our brand..
There are other objective metrics related to the tools, concrete actions, advertising campaigns that we carry out as a business to please our clients and that can help us visualize the areas that we need to improve.
Among them we can highlight as an example the loading time that your website has. You mustn't forget that, having a responsive web platform, will be fundamental for the users who arrive at it to become potential customers.
Does your brand not have a website? Do you not know which metrics are the right ones for your marketing strategy? Do you want to properly build customer loyalty?
¡Contact us! In DCG we have the keys to make your business successful.