There are countless writings about the benefits of measuring your customers’ satisfaction. It’s not just about meeting a standard or having metrics for a report.
In this summary, you’ll find out how much you’ll gain when you develop a consistent measurement strategy.
1. You’ll catch bugs before they escalate.
It’s impossible not to have bad experiences with your product or service, sometimes it’s not even up to you. The fact that you do not receive complaints does not mean that all your customers are satisfied, having a measurement system will allow you to set alarms to attend to cases of dissatisfaction quickly and minimize the risk of losing a customer.
2. You’ll make money.
How? Is there no cost to install a metering system? Sure, but retaining customers instead of losing them and going out to get new prospects is much cheaper. Measuring your consumer satisfaction is an investment in retention, not an expense.
3. You will deepen your knowledge of the business.
Hearing direct information from your customers and collaborators without intermediaries is priceless. Anonymous and unbiased information is the best way to understand and evaluate your methodologies, processes, and results.
4. You will build customer loyalty.
Every human being likes to be a listener. Whether it’s to respond to a compliment or suggestion or to resolve a complaint, humanizing the contact and being aware of the service is an important differential. It doesn’t matter if your customer had a problem with you, if they felt taken care of, they’ll probably come back.
5. You will know the best practices of your business.
If you have happy customers, you need to know that. Knowing and replicating your good practices will help add recommendations and word of mouth. On the other hand, testimonials are an excellent marketing strategy.
6. You will find new inputs to innovate.
Your consumer knows better than anyone what problem they have and why they choose you to solve them. Listen to it to understand how to improve the experience, it’s easier than guessing.
7. You’ll have metrics to set goals.
Normalizing the numbers of what’s going on in your business will allow you to compare them over time and set goals and objectives for the future.
If you need more information on how to get direct, regular, and real-time feedback, go to https://www.globalmetrics.io
