Which great leader could possibly fail to realise the importance of customer satisfaction?
Well, it´s certainly not going to be you, right?
Whether you are running a small scale business with a few employees or a large-scale company with an annual turnover of billions of pounds. Your reputation will stand or fall with the satisfaction of your clients or customers.
This brings to mind the classic maxim which many business leaders live and work by:
If you are not happy with us, please let us know.
If you are happy with us, please let everyone else know.
To take in feedback from your customers on a regular basis and to respect their opinions, even the critical ones, is to take your responsibility and aim for constant improvement. And that is as close to perfection as we can get.
So is your focus on customer satisfaction good enough?
Be brave enough to ask and you will get the answer.
Netigate is a web-based platform service offering a variety of customer satisfaction and voice of customer survey solutions.
Depending on how you prefer to communicate with your customers, Netigate can help you with surveys carried out via email, text messages or questionnaires.
What type of questions could be relevant for you to ask. And what is it that you are hoping to find out through your survey that will help you to develop and improve your service in the future?
Two common survey models to investigate customer satisfaction are based on the following structure:
- Post purchase evaluation with, for example, Net Promoter Score, which allows you to easily ask questions and gather answers for simple analysis and follow up.
- Annual customer surveys to measure satisfaction and highlight areas for improvement.
According to a recent survey, 89 % of the companies asked claimed that customer satisfaction will be the most important competitive factor in the next year, when it comes to success in business.
Regardless of your field it is highly unlikely that you are alone on the market. Keep your focus on customer satisfaction. A high level of customer satisfaction will allow you to stand up strongly against your competitors. As well as keep the customers you have, and gain new ones.
After all there is no better way to market your product or service than to let the customers speak for you!