Every business owner’s question: How to measure customer satisfaction? Well, there are multiple ways of measuring customer satisfaction that we will gradually learn in this blog.
But do you know why customer satisfaction is an important aspect of the business?
Well, if customers are not satisfied with your business, it is because your business is not serving your audience the right thing.
It is also proved that 80% of customers switch to alternative options as soon as they face inconvenience. Got to be careful at every step.
Let’s understand everything about how to measure customer satisfaction in the business.
1. Define Your Goals and Make a Plan
When starting with anything considering the business, it is important to take a pause and think about what and why are you serving the solution to your audience.
If you are collecting data to measure the customer satisfaction ratio, it is important that you take action on it also. If you are not taking action after the CSAT survey, it is okay not to take it at all.
It is a fact that every business faces dissatisfaction from customers. With one or the other ways, it is important to solve them immediately. Let’s set a goal in mind work on the things we can solve and take action accordingly.
Looking for a solution is not the thing here, but it is time to step back and think about what you can do to make customers happy and satisfied.
2. Choose One Way to Measure Customer Satisfaction
Once you have a plan, it is important that you take some actionable plan to execute. Once you have the plan, with the customer data collected, it is important that you have the plan and the right ways of execution.
Some examples are stated below👇🏻
- Improving the UX and the design of your product
- Conduct powerful Customer engagement, especially with frustrated customers.
- Always have proactive customer support options like Live Chat and Knowledge Base, so that being totally clueless, customers will have at least some clue.
- Always strategies customer engagement through prompt resolutions.
These actions will help to ensure that it is the first step towards executing the plan for measuring customer satisfaction.
3. Ask and Send Survey Questions
Done with executing the plans that need to be applied in the business? It is time to discuss the metrics that you can apply to measure customer satisfaction. There are plenty of ways through which you can measure customer satisfaction and some are listed below:
CSAT (Customer Satisfaction Score)
Measure Customer satisfaction scores like ratings and feedback help to collect the data from the business owners. It is easy for the customers to fill up the ratings and feedback too. There are certain ways, either the measurement is in the form of stars from 1-5 stars, or various scale-like (1-3. 1-5, 1-7 or 1-10), can be calculated accordingly with the average score from the responders.
71% of nearly 200 senior marketing managers found a customer satisfaction metric very useful for managing and monitoring their businesses.
Measure Customer satisfaction for Balanced Scorecard and is considered a major differentiator in a competitive marketplace.
CSAT is one of the best ways to measure customer satisfaction and all customers have to do is rate the service/products.
CES (Customer Effort Score)
Customer effort score is one of the similar ways to CSAT. In CSAT we ask them how the experience was instead in CES we ask them how easy their experience was with us.
It also lets you know how satisfied your customers are and where the business needs to be improved. It is subjected one of the best ways to find out what your customers feel about you and your business.
NPS (Net Promoter Score)
Net promoter score is simply asking them to refer your business/services to other people if they like. We can figure it out easily in a way that if they refer, they like it. It is one of the ways to know about what your customers think.
How do you calculate NPS?
You calculate NPS by subtracting the percentage of detractors (those who do not refer or promote) from the percentage of promoters (those who promote or refer the business or service)
4. Determine Survey Trigger
In this step, it is time to sort out the survey trigger in a way to figure out to whom you are sending a survey and when.
It is important to send the survey to the right audience at the right time. People often ignore the survey or miss out on filling it so it is important to poke them again but with not so irritating way. Well, you can do that at any time and to anybody of course, but if you plan it statistically and with strategies, it would be helpful to gain the maximum insights.
Examples of firing the survey trigger:
- Can send the trigger as soon as the customer signs up to your account.
- User onboarding completion
- Any specific activity-related survey to send to users asking the right question.
Things to remember before sending the survey:
- Do not send frequent surveys to users, there are chances of a low response rate and higher chances of getting irritated by the brand.
- In the whole customer life cycle, you can send one survey in 30 days.
The customer Life Cycle describes the process of customer interaction and journey since customer fulfils the transaction and subscription process.
- Mind the customer satisfaction scores over time and it is important to observe and study them before sending a survey. Maybe be survey is not the right time to boost at that particular time. You need to be careful about that.
5. Choose The Survey-Sending Medium
There are plenty of mediums from where you can send the survey to your customers but there are three important sections through which you can send the survey to your customers and they are as listed below;
- In-app surveys
- After service availed survey or post-purchase survey
- Email Surveys
For three of them to use, you need the right time and ways to send the survey as learnt earlier. Not only time and way but also the right tool is to be used for the same. Make sure that the right tool at the right time is used for the survey trigger.
6. Insights and Analytics of Survey Data
Once you have the customer’s data, it is important that it is executed in the right time and ways. Uncover all the insights that you have with you. It is important that the survey is taken after observing the insights. It would not be fair if you have the customer data on hand.
For instance, with Desku you can integrate the advanced survey which can be embedded in the Live Chat, so whenever visitors come to contact through Live Chat, visitors or users can go through the survey and the business can gather the data.
7. A/B Testing-Repeat The Best Process
Now, you have everything ready for you to carry on with the customer satisfaction data. It is time to understand your customers deeply by experimenting with the strategies that you have planned for them.
Once you start implementing the strategies, it is important to know what is working for your customers. But by experimenting with everything, make sure that customers leave high scores or at least try to give constructive criticism.
- Net Promoter Score
- Live Chat
- Social Media Reach
- Email Outreaching
- Churn Rate Measurement
- Surveys and Follow-ups
1. NPS (Net Promoter Score)
Net promoter score is one of the best ways to measure customer feedback. It helps in gathering both, qualitative and quantitative customer satisfaction surveys. Customer feedback is an important part of any business, so gather it whenever possible to turn out business customer-centric.
2. Live Chat
Live Chat is one of the best ways to have conversations with customers proactively. It helps to solve the smallest problem of visitors. It decreases the load on the support agent to give answers to the repeated questions of customers. A direct source like Live Chat is an important feature to have in the website as it helps to solve queries faster and quicker.
3. Social Media Reach
Social media content campaigns will let you know what your audience thinks about you. Honest opinions of followers will always be there on social media comments. Today in the digitally equipped world, social media is the new search engine where customers or followers will leave comments and put their points of view so social media is one of the best options for businesses to know about their followers and customers.
4. Email Outreaching
Cold outreach through email is one of the important and traditional ways of communication. If you are writing the newsletter and if you get more subscribers then clearly your audience is interested in your brand. Make sure that emails are sent to the targeted audiences and at the right time.
5. Churn Rate Measurement
Every business faces a group of customers who do not follow the instructions or give feedback. But how to handle them or get feedback from them? Churn rate analytics is something that will set business off. From the public that is not responding, we can figure out that those customers are not satisfied with you.
6. Surveys and Follow-Ups
As mentioned and what this blog is about, the survey is the best tool to find out what and how customers feel about your services and business. But just taking the survey is not enough, it is important you take the follow-up at the right time. May it be a survey after the complicated query resolution, or after a long sales call. Following up or boosting the survey report at that time will be the right decision.
- Clear and Transparent Pricing
- Onboarding new customers with the right training
- 24/7 customer support
- Customer Loyalty Programs
- Consistent Customer Feedback
- Better collaboration for marketing, sales and customer support
1. Clear and Transparent Pricing
Pricing should be transparent for customers and they should exactly know what they are paying. Customers should only pay and your service should always be worth the amount. If you ask for the pricing for the services that you are not providing to customers, it is obvious that your customers will be unsatisfied with your business. It is better that we keep the transparent pricing ignoring the hidden charges.
2. Onboarding New Customers with The Right Training
You never know what kind of customers will come and interact with your services and business. Some are fast learners and some are slow. It is important that one should have the right knowledge to use the platform. Some platforms are easy to go in terms of using and some are not so easy to use. To keep the customers on the same page, it is important that you provide with self-service option to your customers.
3. 24/7 Customer Support
Providing consistent customer support to your customers is one of the important aspects as it provides and builds trust. Always guide your customers when they need you at any time. Conquer the 24/7 customer support there are multiple ways and tools that help and they are;
- No-code chatbot builder
- Proactive live chat
- Knowledge Base for self-service option
These features are by default available in the best helpdesk software that any business should equip in the business. Talking about the helpdesk, Desku can be the right platform that will suit all business sizes and any industry.
4. Customer Loyalty Programs
For most of the customers, they love interacting with your brand and so they will always expect much from your brand. Not only that but there are loyal customers who always stick by your side no matter what they deserve special treatment from you. Loyalty programs are one of the solutions that set the right example of giving back something to customers. This will keep your customers happier and more satisfied than ever before.
5. Consistent Customer Feedback
Feedback is an important thing to always take from your customers. Constructive criticism helps to build the company’s customer-centric. It will be loved by new customers as well as the existing customers. Let people submit their ideas and have the freedom to submit their views, which you can implement later.
6. Better Collaboration for Marketing, Sales, and Customer Support
Customer service data is valuable to your entire organization, not just the customer service team. To share this information effectively across departments, you’ll need a robust internal communication system. Usually, businesses use messaging platforms like Slack live chat and an internal knowledge base to facilitate this, ensuring both data accessibility and privacy.
Measure Customer Satisfaction in Your Business Effectively
Customer Satisfaction is important to help businesses drive further effectively and effortlessly as customers are the honest feedback givers in your business. In this blog, we have almost covered how you can implement it successfully but one of the important ways is to provide consistent customer support without delaying further.
A Helpdesk platform like Desku helps in providing customer support in the most streamlined ways under one platform. May it be multiple email queries or any customers from different platforms, Desku will never let you miss out on any queries.