Before you can effectively measure and improve customer satisfaction you must have a clear understanding of what satisfaction is. Satisfaction is primarily an indication that an expectation has been met. Satisfaction is a subjective measure that will vary based on the personal preferences, perceptions, and experiences of an individual. Customers typically indicate that they are satisfied when their expectations are met or exceeded. Because people will likely have different expectations, two customers that experience the same outcome or quality of service may express different levels of satisfaction.
There are many elements that may be factored into a customer’s expression of their satisfaction. The experience you provide when you interact with them, the ease of doing business with your company, the quality and reliability of your products, and the utility or value customers perceive from working with your products will all influence the expectations they have.
When customers report that they had a poor service experience they are very likely to indicate that they are not satisfied with the overall service transaction (even if they get the answer they are looking for). When customers are indifferent they are equally likely to indicate satisfaction or dissatisfaction with a service transaction.
ServiceXRG offers a definition for customer satisfaction and introduces the factors that can influence how customers express their level of satisfaction with your products and services.
This playbook will help you:
- Establish a clear understanding of what Customer Satisfaction mean from the customers’ perspective.
- Evaluate all the related factors that affect customer satisfaction.
- Understand the correlation between positive service experience and satisfaction.
- Assess available of customer satisfaction measurement techniques and choose the right ones for your business.
- How to interpret and apply customer feedback.
This Report Includes:
- Why Measure Customer Satisfaction
- What Do We Measure?
- Factors that Influence Customer Satisfaction
- Sources of Customer Feedback
- Methods to Measure Satisfaction
- Pros and Cons of Each Method
- Best Use for Each Method
- Which Method is Best?
- Sampling: Ask the Right Questions of the Right People, Get Enough Responses
- The Financial Benefits of Satisfied Customers
- How do we Use Customer Feedback?
- Develop an Operational Model for Improvement
- How Much Satisfaction is Enough?