What makes a company successful? Because of the diffusion of technology, during the last decade, there has been a profound change in how people choose their products. A provider´s success is, nowadays, determined not only by price and quality but also by the customer´s experience. Customer´s expectations change continuously. Thus, updating data about their level of satisfaction must be done very often.
Why is customer´s approval so important? In order to lead a company to success, you need customers´ approval. If selling a product or service makes you earn a certain amount of money, always remember that you can earn more if your clients are happy with their purchase. Researchers from the Financial Training Services claim that 96% of unsatisfied customers do not complain about their purchase, but 91% of them simply don´t buy the same product anymore.
On the other hand, a remarkable level of customer satisfaction will probably bring to customer loyalty and retention, other than assuring a stronger relation between company and client. A happy customer has a high potential value for your company´s business. An old client is harder to maintain then it is acquiring a new one, but at the same time, fidelity is more valuable. If a client is happy with the service or product they purchased, they tend to buy the same product or other products from the same company, again and again.
Company priorities: Keeping customers happy should be on the top to-do list of every firm. However, this matter is many times underestimated, often resulting in poor business performance. The aim of this article is to make clear what a customer satisfaction survey is, in which case you should use it and why finally explaining how to obtain a good and effective template.
Understand your strength and weakness: Unhappy customers are very unlikely to buy another product or service and even less to suggest the purchase to colleagues. In some cases, they might well also damage your company´s name by simply telling other people about their bad experience. Why should you strive to collect feedback from your customers? Because it helps you individuate both the strength and the weakness of your firm.
Negative feedbacks are as useful as the positive ones. In fact, while the positive ones suggest the successful areas to be reinforced, negative feedback will help you offer better products and services in the future, based on the critiques which directly come from whom had a non-pleasant experience. Once the results are collected, it is up to the company to take measures based on the analysis of the survey. It is not always easy to change what needs change, but surely it is worth the effort, considering that customers (the primary source of income) expect you to take action after they express their unhappiness about one or more aspects of the product or service they purchased. It can be said that there are three crucial phases to obtain customer satisfaction, linked to each other.
As you can see, the precondition of it all is having written an effective template for your survey. If the right questions are asked, the right answers will come out and the analysis will be accurate, leading the company to understand what they should focus on and what they should change in order to grow their business.
Let´s now discuss the features that a Customer Service Survey shall have. There is a simple guideline to follow in order to write an effective one.
Thakur International is one of the companies which have experience in the Customer Satisfaction Survey. We create the perfect survey tailoring the questions in order to be effective for your requirements. If you want to take advantage of the customer satisfaction survey, please contact Thakur International, located at Chundevi, Kathmandu, Nepal. Visit our website www.thakurintl.com