It is critical for these to be known when you know a bad experience could immediately lead to publishing online their negative experiences. In fact, many businesses have no idea how bad their performance is and how much defection is occurring.
So, to ensure that the business avoids dissatisfaction, consistent measurement of customer satisfaction levels is important – albeit tricky.
Effective ways to measure customer satisfaction
Regular surveys or questionnaires after the experience can help to keep you up-to-date on what your customers are thinking. Within these, you may choose to ask what your customers expect of you and if there are any areas where you could be performing better. Moreover, it is worth confirming where your customers believe your competitors are presently bettering you.
Better still is the capture of such feedback at the point of experience. This means at your location when customers are experiencing your offer and service, and not after they have left. The easiest way to do this is via their own cell phone. Low ratings trigger an immediate staff alert. This means staff can now fix the issue, even connect and recover the customer, before they defect. Or worse, defect and complain online.
Getting an understanding of whether your customers would choose your service again, and recommend it to their friends and family, will certainly indicate how well your business is being received. Essentially, customer satisfaction is about both perception and intention – what do they think of you, and will they return?
Here at Opiniator, we specialize in capturing real-time ratings, comments and feedback from a real brick and mortar customers during their experience. Consequently giving you the opportunity to respond in seconds to fix the issue and even connect with the customer while they are still at your location.
Simply contact us today to find out more.