Customer Satisfaction

Want to know how to Improve Customer Satisfaction?

Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within most businesses and is often one of the key metrics on a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and a means of creating loyalty. Businesses are increasingly using the Customer Experience as a key element of business strategy to increase customer satisfaction.

Customer Satisfaction Measurement - Measure Customer Satisfaction

Organisations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organisation is at providing products and/or services to the marketplace.

How do you Measure Customer Satisfaction?

The usual technique involves a customer satisfaction survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement in term of their perception and expectation of the performance of the organisation being measured.

The customer satisfaction survey will reveal the level of satisfaction. The customer satisfaction level will vary depending on other options the customer may have and other products against which the customer can compare the organisation's products.

The state of customer satisfaction depends on a number of psychological and physical variables which correlate with satisfaction behaviours such as return and recommend rate.

In this context, a number of satisfaction domains have been identified - all of which must form key components of your Customer Experience strategy:

Quality
Value
Timeliness
Efficiency
Ease of Access
Environment
Inter-departmental Teamwork
Front line Service Behaviours
Commitment to the Customer and Innovation

These factors are emphasized for continuous improvement and organisational change measurement and are most often utilized to develop the architecture for customer satisfaction measurement as an integrated model.

Click here to view case studies and see how we helped improve customer satisfaction levels

Want to learn more? Then call us now on 0207 917 1717 or alternatively, email your enquiry to contact@beyondphilosophy.com

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