Why you should always measure Customer Satisfaction
Today companies do not decide to measure customer satisfaction despite being the greatest asset that any company can have. It is amazing that many companies neglect them.
Customer satisfaction is nothing more than the degree of compliance experienced by someone at the time of making a purchase or using a certain service, this means that when a customer experiences a high level of satisfaction, the chances of interacting again With the brand increase.
Despite the advantages that it brings, improving the customer experience, many are unaware of its importance or the consequences related to this activity.
Internal and external customer satisfaction is the engine that drives a business forward. If you don't measure satisfaction, don't expect to grow very fast.Claudia Bahamondes - Adportas Marketing Manager
70% of the shopping experience is based on how the customer is treated.
The customer treatment has a great weight on the feelings of the buyers, this influences is in many aspects related to the final purchase, a good deal can influence the perception of the product or service itself.
Decide to measure customer satisfaction and take care of what happens during the customer’s journey, in order to provide them with positive experiences at each point of contact.
55% of consumers do not complete the purchase process due to poor service received.
Convincing a consumer to make an important purchase is a process where many factors influence, the most important of them, without a doubt is the customer service, since the treatment that a company provides to its customers directly influences the feelings of any Buyer, so receiving a bad treatment makes the customer have a bad perception of the company, contributing to the fact that he will surely abandon the purchase process.
If you treat people in a kind and attentive way, always seeking their satisfaction, be sure that the success rate in the purchase process will increase greatly benefiting your company. Remember: Poor customer service causes huge losses. That is why it is important to provide the customer with the necessary channels to express themselves and measure customer satisfaction periodically.
If you solve a problem in favor of your customers, it is 70% sure that this customer will do business with you again.
All people who do business with you want this process to be a pleasant experience, however this does not mean that they expect you to be perfect, there is a very popular phrase from Donald Porter which says the following:
Your customers do not expect you to be perfect. What they do expect is that you solve a problem when something goes wrong.Anonymous