Customer satisfaction is directly proportional to the growth of the company hence it is imperative that company gives deep importance to customer satisfaction survey for their growth. Customer Satisfaction or as it’s widely known as CSAT is elemental in keeping your existing customers and retaining new ones.
Few of the parameters to consider while formulating the survey:
- The feedback or survey forms shouldn’t be too detailed or overly
- Quality of the questionnaire – one can’t go ahead with a similar questionnaire for all the clients. One size doesn’t fit
- Relevant questions to be
- Feedback should be taken from a sizeable group of people before formulating the feedback.
CSAT should be taken from both kind of clients; the one who are loyal and the ones who dropped off. This will inform us as to what is keeping the loyal clients intact, what is working for them and what didn’t work the clients who parted ways. We can also learn from them what areas can be improved upon to further strengthen our client relationship.
Customer satisfaction surveys also helps in understanding the pain areas faced by the company while getting the feedback from their clients. Some of the points to look into:
Stakeholders – Sometimes feedbacks are given by people who aren’t directly involved in the process. Getting the feedback from the right stake holders becomes extremely necessary.
Quality of the project resources.
Commitment vs actual delivery – what was committed and what was delivered to the client matters in their satisfaction towards their service provider.
Increased payment collection timelines – do the client have financial crunch or they are not satisfied by the service provided to them thus leading to increased payment collection timeline.
Customer Satisfaction Research is the only constant required for company’s growth. If the client is satisfied with the kind of work rendered to them and the support that they get thereafter, that establishes the relationship which they would like to take forward and keep coming back for. When the company makes customers their priority, meet their needs, and are satisfied with the process, only then can the company be sure that they have established themselves in the market. And this is what will make them stand out from the rest of their competition. They are more likely to have positive sales revenue from these loyal customers and in time they become their pillar of strength.
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Ankur Gupta, Head Marketing & Communications
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