Customer satisfaction is a metric that indicates to which extent a customer is content with a company, product, or service. It helps a brand find out what a client thinks and feels after interacting with this particular company.
Why is customer satisfaction important?
The process of acquiring new customers is time-consuming and expensive. Businesses track the degree to which consumers are satisfied with their brands and products to find unhappy customers and try to retain them by offering something special. Since regular clients spend 67% more than people who purchase with a brand for the first time, marketers develop tactics and strategies to persuade loyal customers to stay with their companies. They also strive to provide great customer service to get repeat sales and new customers.
Businesses check whether customers are content with their products because loyal clients are word-of-mouth promoters of brands. Loyal customers have a shorter sales cycle since they don’t spend time on comparison, research, and doubts. As a result, businesses obtain high revenues. Satisfied customers are more likely to recommend a brand on social media or to their family and friends. Moreover, content consumers aren’t likely to switch a brand and buy from its competitor. So, a business can stand out.
Let’s now see the advantages of customer satisfaction in more detail.
Benefits of Customer Satisfaction
Knowing the level of customer satisfaction helps you gather all efforts and direct them to the right place to ensure a better experience with your brand. Let’s now take a look at the most essential benefits of this metric:
- competitive advantage;
- positive word-of-mouth promotion;
- shares, comments, and referrals;
- reduced customer churn;
- audience growth;
- customer loyalty;
- brand recognition;
- good ROI;
- high level of trust;
- the increased popularity of a brand;
- high customer retention rate;
- best customer experience;
- positive feedback;
- reduced price sensitivity;
- strong relationships with customers;
- great possibility to gain success during the launches of new products;
- stable income.
Now that you know the benefits, let’s proceed to the next section to discuss several techniques to make customer satisfaction with your brand better.
5 Tips to Improve Customer Satisfaction
- Ask for feedback
- Provide support on different channels
- Track mentions on social media
- Simplify your service
- Delight your customers
Many businesses search for ways to provide the best customer service and subsequently obtain higher customer satisfaction. However, you shouldn't stop there, there are still many areas that require improvement. Since all companies have different consumers with their own needs and expectations there’s no one-stop solution. Yet, there are many ways to make your clients feel content with your brand.
Ask for feedback
To understand what goes wrong and improve customer experience, ask your consumers for reviews or feedback. If you want your business to operate smoothly, you should be aware of the customers’ needs and wants. Listen to them, their wishes, advice, and complaints. You can obtain information from surveys. You’ll know the degree of satisfaction with your brand and the improvements your business requires. As an option, let your clients leave reviews under product cards or send them special forms after they purchase.
For example, Booking.com lets customers leave their comments under the product cards.
Provide support on different channels
Companies with 24/7 support are easier to contact so the satisfaction of customers is higher. They can instantly receive answers to their questions and solve problems that arise with a certain product. Different customers use different channels and devices to contact support. So, make sure to cover the most popular channels: phone, email, live chat, and social media. As a result, you’ll see noticeable changes in credibility and satisfaction.
For example, ClickUp, a project management platform offers customers to see video demos, support docs, or start a 24/7 live chat to find answers to questions.
SendPulse helps create chatbots for WhatsApp, Telegram, and Facebook Messenger to support customers 24/7.
Track mentions on social media
Very often customers prefer just to skip surveys and only people who are satisfied with a brand fill questionnaires and leave some positive comments about a product. Yet, there are no opportunities to find out the drawbacks of your company and improve them. To do this, you need negative feedback as well.
Monitor mentions and tags of your brand on social media profiles of your customers. Digital platforms allow customers to leave both positive and negative reviews. For example, clients can discuss the problems of low-quality products, poor customer support, hidden costs, etc. Do your best to remove all possible issues.
Below you can see a customer mentioning Rare Beauty and writing about her feelings interacting with a brand and using its products.
Simplify your service
To provide customers with an excellent user experience, you need to make everything easy to accomplish. Often, companies think about the features of products yet forget about usability. The easiest-to-use product attracts visitors since they don’t have to spend time learning how to use a certain platform.
Amazon does its best to make things as easy as possible and enable users to make one-click purchases.
Delight your customers
Ensure excellent customer support. Be timely, solve problems, and help customers succeed. For example, many companies implement customer loyalty programs to encourage clients to purchase. Prepare rewards for your regular clients to surprise them with gifts during their birthdays or thank them for staying with your brand.
Below you can see the Sephora Beauty Insider reward program and the benefits it offers to customers.
It’s time to find out how to measure customer satisfaction.
How to Measure Customer Satisfaction?
The best way to collect data from your customers is by conducting surveys. Customer satisfaction surveys are necessary if you want to measure the level of satisfaction with your brand. With surveys, companies look for answers to very specific questions. The best time to send them is right after the situations you want to ask about.
To obtain the true reflection of experience with your company, send out surveys as soon as possible. For example, ask a customer to rate your customer support after they contact it or conduct a survey after a consumer purchases something to find out about the overall experience.
Many great free online survey tools can help you in this process. Leveraging such platforms allows you to design surveys based on your needs. Use Google Forms, SurveyMonkey, Typeform, or Zoho Survey to create in-depth surveys and obtain the data you need. This information will enable you to improve the gaps and retain your customers.
Congrats, now you know the importance and benefits of customer satisfaction. With our tips, you can improve satisfaction with your brand and retain loyal clients. Remember to track the degree to which customers are content with your company to stay updated.
- This article defines the term, provides readers with the reasons to measure customer satisfaction, and how to improve this metric.
- In this article, you’ll find out the importance, benefits, and explore several examples.
- This article lists the reasons for companies to care about customer satisfaction.
Last Updated: 16.07.2021