Any unsatisfied customer will cost your business some money. Studies have shown that 80 percent of customers will switch brands after just one poor service experience. Measuring customer satisfaction doesn’t have to be expensive or complicated. Businesses that offer towing services in Cape Coral use different tactics to measure customer satisfaction in a bid to enhance customer service. If you have a customer success strategy, it is fairly simple to incorporate customer satisfaction measurement in your strategy.
No matter how you decide to go about it, measuring customer satisfaction boils down to gathering customer feedback, mostly through surveys and customer data. Here are important steps you can roll out to measure customer satisfaction.
Net Promoter Score
Net promoter score, abbreviated as NPS, is a popular customer satisfaction survey that is used in gathering qualitative and quantitative customer data. For it to work effectively, you will need to make use of software created for NPS, to collect the right type of data.
Live chat transcripts
Live chat transcripts will offer you similar benefits to surveys and NPS. However, instead of asking customers to directly participate, all you need to do is to analyze previous chat records by the live chat software you decide to use. Customers will normally offer you a lot of direct and indirect feedback from the conversation you have with them.
Mentions from social media will represent how customers perceive your brand. Whenever you release a new campaign, your followers will get an immediate opportunity to upload public feedback. The comments from your customers are unique because they are focused on the messaging for your brand, which can be tough to ask during a follow-up survey, or even a live chat transcript. You can also make full use of social media as a tool for collecting data. Whatever you analyze on social media, you can use the responses you get to draw vital conclusions about your business.
Email offers an excellent channel for engaging and collecting feedback. Subscribers to your newsletter have already demonstrated a clear interest in your brand. Use can use that to your advantage by adding a link to one of your surveys in a weekly newsletter. Additionally, you can embed the survey directly into the email and collect vital feedback.
Short Message Service
The use of SMS or texting offers an efficient way of gathering feedback. It is a relatively cheap way to send messages in bulk and allows you to put a survey in the palm of your customers’ hands. In case you are looking for a free alternative, you can make use of a popular messaging app such as Facebook and WhatsApp.
You can also use other methods such as analyzing churn rate and use of follow up surveys. There will be a percentage of some customers who will leave your business without leaving a review or providing feedback. Take a look at the churn rate. Additionally, the use of follow up surveys would also be effective in capturing customers’ immediate reaction after interacting with your brand.