Customer satisfaction is all about making sure that your services and products are meeting the expectations of your customers. You want satisfied customers because happy customers are loyal to your brand, and act as your ambassadors.
So how do you find out exactly how satisfied your customers really are? Here are some of the more reliable ways.
- “Would you recommend our products and services?” This is perhaps the more reliable metric you can use. Just ask your customers whether they’re likely to recommend your brand to others, on a scale of 0 to 10. You want more people to give a score of 9 or 10 than to give a score of 6 and below.
- “How satisfied are you about our products and services?” This is another direct to the point survey question you can ask. Provide a scale of 1 (very unsatisfied) to 5 (very satisfied) then get your average score.
- Customer effort. Ask your customers this question: How much effort did you have to put forth to handle your request? It’s best if customers have no trouble at all rather than if they feel like they had to go through hell to have their issues resolved.
- Churn rate. This is the metric that requires you to know how many customers you have now, and then after a certain amount of time (such as a month). During that time, you track the number of customers you lost, such as the people who have cancelled their subscription, failed to renew, or closed an account. You’ll certainly want to keep this churn rate low.
- Average revenue per customer. How much does each customer pay on average? You want to increase this figure by upselling and cross-selling, as being able to do that indicates that your customers are pretty satisfied.
- Lifetime value. This is the prediction of the total revenue you expect from a customer. The higher this number gets, the higher customer satisfaction you enjoy.
- Support ticket volume. This is an objective measure of customer satisfaction. It’s a clear measure of how many people are not completely satisfied. You’ll want to monitor the trends, and make sure that there’s no sudden increase in the number of support tickets.
- Average response time. How quickly does your team get in touch with a customer when they ask for help? They’ll be more satisfied if you do this sooner rather than later. You may also want to check out the average resolution time.
- Number of interactions per support ticket. When you have too many interactions, it means you’re not sending them to the right people right away. Basically, you want each support ticket to be resolved by a single email response. Anything more and you have problems regarding inefficiency.
- Monitoring social media. You can track your brand mentions, though you need to find out whether the customers are happy or annoyed with your company when they mention your brand. You should also have videos and FAQs that can help people without requiring them to call for customer service. The more likes and views you get for these FAQs and videos, the more you should lessen the calls your customer service receives.
Try out these some of theses methods, and you should have a better idea of whether your customers are happy with your company or not.