Tip of the month | Archive
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Research, Surveys and Polls
Posted February 09
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“Customer satisfaction - In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy...measuring customer satisfaction provides an indication of how successful the business is”
Often, businesses don’t bother to find out how their clients feel – they assume that because their business is ticking over they don’t need to spend time finding out just what customers think. But they are missing out on valuable information which could help them to stay ahead of the competition, particularly during times of economic decline.
Customer feedback is essential to all businesses, whether you are involved in delivering products or services and it starts with recognising that you need to ask your customers.
By delivering accurate and incisive information about customer satisfaction, and consequently providing methods to gain a competitive edge, customer surveys are frequently regarded as useful barometers in predicting business success. Monitoring and measuring customer satisfaction is integral to understanding how clients view the customer experience which you offer.
Recent studies have confirmed that customer surveys increase business profitability. Customers who were surveyed independently revealed that they were more likely to return to a company where they had been questioned on their levels of satisfaction and consequently less likely to switch to a competitor. Those surveyed suggested the experience had made customers feel that their opinion carried weight and that the business concerned was eager to provide a high level of service. Importantly, acting on recommendations and suggestions shows that you are serious about making improvements and can help to bring dissatisfied customers back!
The key is ensuring that you gather impartial information. Customers are often not quite so candid when asked by the company themselves – they don’t want to cause offense and are less likely to be honest about the experience they received. And those questioned often suspect that you’re really just trying to sell them something else!
Independent surveys allow clients to feel more at ease when speaking about your organisation and if you are serious about turning constructive criticism into great customer experiences then let us carry out a survey or poll for you. Click to see more information about Business Research, Surveys and Polls
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