We all value and want to retain our customers, but the way we try to help them no longer meets their needs and expectations . What is the best way to do this today? Through satisfaction surveys.
Recommended reading: Customer service: listening and dbtodata asking are the keys to loyalty
1. What is a satisfaction survey?
A customer satisfaction survey is a study that allows you to determine the degree of satisfaction with a brand, product or service . The information collected with this type of survey is of great value, as it allows you to improve the offer and customer service processes.
Customer reviews and comments are two of the most important factors that validate priority decisions within a business. If you don't know what customers think about a company, it will be more difficult to retain them, delight them and attract them to make future purchases.
Therefore, customer satisfaction surveys serve to:
Reveal opportunities: customers are always honest about what they are not satisfied with. That is why, with a satisfaction survey, you will get the feedback necessary to provide optimal service.
Promote successes: just as you will discover the areas in which you need to improve, you will also learn what your customers like the most. This will help you establish a guide to good practices and replicate successes in other projects.
Boost loyalty: When a customer feels that they are the center of your business, they will know that you are listening to them and that you care about their experience. This increases the chances of them becoming a repeat customer.
Brand differentiation: Not all companies spend time conducting satisfaction surveys and learning about their customers' impressions, so this strategy will allow you to stand out from the competition.
