{"id":36548,"date":"2021-05-11T07:24:44","date_gmt":"2021-05-11T07:24:44","guid":{"rendered":"http:\/\/www.customer-alliance.com\/?post_type=articles&p=36548"},"modified":"2023-12-13T15:20:46","modified_gmt":"2023-12-13T15:20:46","slug":"how-to-achieve-customer-satisfaction-focus-on-customer-feedback","status":"publish","type":"articles","link":"https:\/\/www.customer-alliance.com\/en\/articles\/how-to-achieve-customer-satisfaction-focus-on-customer-feedback\/","title":{"rendered":"How to achieve customer satisfaction? Focus on customer feedback"},"content":{"rendered":"\n

At your business, can you easily explain the relationship between customers needs and expectations and customer satisfaction? What about the benefits of customer satisfaction? If not, first check out Why customer satisfaction is important: A guide for businesses blog<\/a>. If you can define the relationship, yet still want to know how to achieve customer satisfaction, we\u2019ve a few tips!<\/p>\n\n\n\n

Prioritise customer feedback<\/h2>\n\n\n\n

42% of companies don\u2019t collect customer feedback<\/strong> (1). Don\u2019t be one of them. <\/p>\n\n\n\n

Your customers will clue you into satisfaction drivers and the strong and weak points of your product. Customers’ opinions offer more than a glimpse into brand perception.  <\/p>\n\n\n\n

Your company can learn so much by listening to the Voice of the Customer. Their opinions, failed or met expectations, and how they talk about their experience with your business can provide valuable insights. <\/p>\n\n\n\n

But to listen, you have to first ask for feedback, right?<\/p>\n\n\n\n

Capture feedback at regular intervals<\/h3>\n\n\n\n

So, managing feedback goes beyond monitoring techniques for customers\u2019 complaints. Consider setting up multi-channel touchpoints. You can use them to check in with your customers regarding different customer satisfaction factors along the customer journey. <\/p>\n\n\n\n

If you\u2019re a hotel, you could ask guests pre-arrival what they\u2019ll need from you. Similarly, if you\u2019re an automotive dealership, you could have surveys on tablets in the showroom to get prospective buyer feedback on a specific car model. Most importantly, know that the possibilities are endless and constantly evolving with technology.<\/p>\n\n\n\n

Consider multiple channels<\/h3>\n\n\n\n

The ways you capture this feedback will depend on your business model and customer demographics. However, as no two businesses are the same, we highly recommend you tailor the way you collect feedback. It should reflect how your customers like to communicate. For example, collect feedback via: SMS, web app, email, WiFi start page, tablets, QR code, and paper forms.<\/p>\n\n\n\n

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\"measuring
Use at least 1-2 of these methods to collect customer feedback<\/figcaption><\/figure>\n\n\n\n
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Invest in customer satisfaction measurement tools<\/h2>\n\n\n\n

Never assume your customers are satisfied. Know it. Prove it. <\/p>\n\n\n\n

So, we recommend you utilise 2-3 of the following customer satisfaction measurement tools to have a comprehensive overview of your customers\u2019 satisfaction. <\/p>\n\n\n\n

Pick a customer satisfaction KPI<\/h3>\n\n\n\n

Review some of the most common customer satisfaction KPI<\/a> (Key Performance Indicator). It\u2019s important you select one to use across your entire organisation. This way you can measure performance over time and set industry-appropriate benchmarks to push your business forward.<\/p>\n\n\n\n

Popular customer satisfaction metrics:<\/p>\n\n\n\n