Quality & Satisfaction Research Institute
Driving Product & Service Excellence
By now, it has been fairly well established that customer satisfaction is important in order to succeed in business. When customers like a business, they’re more likely to continue buying from them. Also, they are more likely to recommend the business to family and friends. This sounds like simple common sense, so why should business leaders turn it into something
Fundamentally, because customers are now influenced by more than mere marketing or advertising campaigns. Nowadays they are also empowered by the comments, reviews and feedback provided by friends, groups and other customers, who endure similar experiences with services and products. Today, a wide variety of social networks, such as the all mighty and powerhouse Facebook, Twitter, and TripAdvisor, enable customers to share, post, and comment about their experience with others. Therefore, customer satisfaction is much more than just how customers think about a company. It has become an actual powerful emotion, with outcomes such as trust, loyalty and retention. When companies decide to use satisfaction as a means of driving better results in the era of customer power, they need to take a more detailed and analytical approach.
By applying quantitative measures and advanced computations, businesses can understand customer satisfaction in a way that will help them appreciate how satisfied their customers currently are. Moreover, it will enable businesses to detect the precise actions they should take in order to improve their customer satisfaction levels. By gathering these kinds of insights, businesses can use customer satisfaction to drive better results from sales and marketing teams. Hence, studying customer satisfaction as a science can be a very worthwhile strategy for businesses. By implementing this KPI to closely monitor customer satisfaction scores, businesses can ultimately ensure future financial success. To learn more just buy now.