Optimize your customers’ experience
Data is critical to commercial success, especially in the age of ecommerce and digital advertising. Whether it be gauging your audience, tracking conversions, or simply taking note of traffic to your website, the ability to collect data and interpret successes can make or break your business, but what happens after the impression is made? Gauging customer satisfaction has been a challenge for businesses since the dawn of business itself. Thankfully there are ways other than asking every one of your customers about their satisfaction levels to measure their satisfaction. Let’s explore the most effective ways to measure how pleased your customers are:
Customer Loyalty
– Also known as customer retention, customer loyalty is amongst the most important measurements of customer satisfaction. Your business’s ability to generate repeat customers can help take the stress off of advertising efforts which target new consumers which can be hard to convert into new customers. Beyond the raw metric of attempting to track how many purchases a single consumer makes, many businesses also ask consumers questions to the effect of “how likely are you to purchase from brand again?”. It should be every business owner’s goal to retain customers over time in order to ensure a healthy stream of income in spite of a potential lack of new business.
Needs Met Measurement
– An objective way to examine customer satisfaction is to look directly at the percentage of the initial needs or desires of a customer your services met. The biggest potential flaw of this strategy is the inability to accurately measure which needs were met by the customer’s standard. Speaking generally, however, the higher percentage of needs met, the more satisfied a customer will be.
Likelihood of Recommendation
– When you’re a customer with an online shop, you’re likely to be asked “How likely are you to recommend brand to friends or family?”. This question is posed to you as a gauge to your customer satisfaction. Especially with younger generations, satisfaction with a brand is often attributed to the propensity of a customer to recommend that brand to those close to them. A similarly effective question to pose to consumers is “How did you hear about brand?”. When a customer provides feedback to the effect of “word of mouth” or “family/friends”, you know that previous customers were satisfied with their experience.
Employee Satisfaction
– While this measurement does not provide direct insight into levels of customer satisfaction, happy employees tend to make happier consumers. Checking in with your employees and measuring their overall satisfaction with the workplace can have a strong influence on how those employees interact with customers. Having team members at the point of sale eager to help and feeling rested and cared for helps boost moods and ensure that inequities in the workplace are vocalised and addressed. Taking care of those who generate your business can be just as important as taking care of those who give you their business.
Need help gathering or digesting your customer feedback or other satisfaction-oriented data? Trust the professionals at M1-Data – our team is ready and waiting to help your business thrive in the digital age. To learn more about who we are and what we can do for you, contact us today!
