Customers are the most important part of any production. So customer satisfaction is also a key point that the producers look for. Customer satisfaction (often abbreviated CSat) is a term frequently used specially while marketing a product. It is a measure of how products and services supplied by a company meet or surpass customer’s expectation. Customer satisfaction is defined as the number of customers whose reported experience on the products or services exceeds specified satisfaction goals.
Why are the customers not satisfied?
Being a production unit you might often think that why customers go away silently or switch to other competitors. This is because of our customers are not fully satisfied with your product or your service. The basic reasons why the customers are not satisfied are:
- Not keeping promises is one of the major reasons for unsatisfied customers. Some promises sound great but if they have not been kept, may lead to multiple complaints, distrust and switching to competitors.
- Poor Customer Service is a barrier in maintaining a cordial relation with the customers. When customer service representatives are not trained properly or keep customers waiting for a long time and do not resolve issues, this is called poor customer service.
Poor staff training:
Bad training leads to calls or chats being transferred from one agent to another. There is nothing more irritating for a customer to get transferred from one CSR to another and repeat the same story again and again.
Rude attitude of the staff:
Sometimes bad attitude of the support staff, inability to listen and interrupting customers may become one of the main reasons for your customers to complain publicly.
- No Omni-channel Customer Service:
If your customers do not see convenient ways of getting in touch with your team regarding their questions or complaints they started contacting your competitors. Resulting the world knowing about their bad experience with your company.
Grey pricing model:
Keeping some of your fees hidden and uncovering this in the middle of purchasing process is a frequent reason for a human to complain. Therefore hidden cost is a big point of dissatisfaction for the customers.
Low product or service quality:
If you promise high quality of your products or services and what you deliver is of lower quality, and then be sure, your customers will share this bad experience publicly and most likely complain in social media networks.
Customer understanding methodologies( client satisfaction surveys)
In order to provide the best customer service, you must follow certain researches and analytical works, such as:
UX analysis (user experience analysis)
User Experience is what a company has to keep in mind before planning any strategies. You must keep in mind whether the interface you are planning for is acceptable and interactive for the customers or not. If the customers are unable to use your interface or unable to share his/her experience then it might stand as a negative impact for you. A negative user-experience definitely affects your company or the project and so analyzing the user’s perception is the main priority.
NSP (Net Promoter Score)
Net Promoter Score is a management tool that can be used to understand the loyalty of a company’s customer relationships. The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale.
Those who responds with a score of 9 to 10 are called Promoters, and are considered likely to exhibit some value-creating behaviours. Behaviours such as buying more, remaining customers for longer, telling other prospects about your business and so on. The customers who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviours. Responses of 7 and 8 are labeled Passives, and their behavior falls between Promoters and Detractors. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.
Customer Effort Score (CES)
Customer Effort Score or CES is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is the number of customers, or the percentage of total customers, whose reported experience with a company, its products, or its services exceeds specified satisfaction goals, mostly measured in ratings.
On a five-point scale, “individuals who rate their satisfaction level as ‘5’ are likely to become return customers and might even evangelize for a company. A second important metric related to satisfaction is willingness to recommend. This metric is defined as “The percentage of surveyed customers who indicate that they would recommend a brand to friends.” When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues.
In-app feedback of customers
In-app feedback is a fantastic way to gather impactful, relevant information from people as they use your product. If used properly while development of android app or an iOS app, it will help you get to know your users mind easily.
How to improve customer satisfaction
As a production unit, you must not only try to satisfy the customers but also try to improve their satisfaction through the following ways:
- Improve the product or service quality is the most and the best way to increase the customer’s satisfaction level.
- Then, we must do a thorough analysis of the data of the target customers. Customer’s details like contact information, preferences, expectations and problems must be given proper attentions.
- After doing the analysis, you must try to fix the problems as soon as possible and give the customers a proper assistance so that they keep favoring your company.
- Other than just solving the problem, it is also advisable to maintain a good and healthy communicate with customers so that they can give you proper feedback about your product/service.
- It is also essential to acknowledge the customer’s effort.
With so many software based products and internet communication, proper interaction with customers through various touch points of a customer journey is very important.