Measuring Customer Satisfaction
The best indication of low-cost future growth for your business can be found by measuring your customer satisfaction levels with a simple survey.
Many businesses don’t have a strong understanding of how satisfied their customers are with the products or services they provide. Yet, measuring customer satisfaction is a fairly simple process. Asking a few key questions of your customer base, can yield a clear picture of satisfaction levels in your business and highlight many opportunities for improvement – and with them, ways to cost effectively grow your business.
Customer satisfaction surveys
When people think of surveys, a long boring string of questions often comes to mind. But to keep a finger on the satisfaction pulse of your business, you really don’t need to ask too much. The key info is a simple as:
How likely people are to refer (See Net Promoter Score below)?
What’s the reason behind their response to the referral question?
What do you need to do to improve?
As you can see, these questions could be answered in under a minute. So, while there may be other questions you’d like answers to, from a satisfaction perspective, this feedback is the most important to focus on.
What to do with customer survey information
One of the biggest frustrations as a customer in answering surveys, is in not seeing any tangible action as a result. Customers are often willing to provide plenty of detail about areas for improvement but, feel ignored if none of their suggestions come to fruition. While you can’t implement all suggestions, you can leave customers feeling listened to:
Make sure you let customers know what you’ve learned.
Outline the actions you’re planning to implement thanks to the most frequent feedback.
Let people know when you’ve implemented specific actions and reference back to the survey feedback that led to it.
Capturing and measuring customer satisfaction levels within your business provides a prime opportunity to understand your weaknesses, allowing you to improve them and, your overall business performance. More satisfied customers typically lead to more referrals, which typically represent the cheapest way to grow your business.
We can help your business grow.
The team at SME Growth can help you to measure your customer satisfaction and use it to grow your business. If you’d like to know more, arrange a free, no obligation chat.