Why Businesses Should Focus on Improving Customer Satisfaction

by Long Island MedResponsive Long Island SEO Company

Long Island SEO marketing services helps business to have a strong SEO strategy that lets them drive more customers and also keep them happy and satisfied.

Customer satisfaction is one of the most important foundations of an enterprise. Poor customer satisfaction leads to practically no customer retention, a shrinking customer base and reduced sales and profit. Therefore, maintaining the satisfaction of your customers is essential and is the key to creating a long-term relationship with them. Effective digital marketing strategies help businesses meet customers’ wants and preferences and boost their satisfaction. Partnering with Long Island SEO marketing services could help businesses develop a good SEO strategy that not only drives more customers but also keeps them happy and satisfied.

According to a Nicereply article, 81% of satisfied customers are more likely to do business with you again if they have a positive experience. 95% of customers will “take action” when they have negative experience like sharing concerns with friends and family. Measuring customer satisfaction helps you take stock of the demand, find out what your customers like, and maybe even identify what they don't like, and what leads to dissatisfaction. A proper understanding of your customers will help you identify their specific needs, better than any market study. Many companies are using customer satisfaction measurement tools to get a better understanding of customer sentiments and what they expect. The following are some of the reasons why customer satisfaction tools are becoming popular:

• To understand customer satisfaction at a glance: Businesses are constantly gauging customer satisfaction via star rating cards and other types of customer feedback methods. This helps them know what the customers think about their company and thereby manage customer expectations. Today, businesses can analyze online reviews to know what customers feel about their products and services.

• To encourage proactive communication: Customer satisfaction measurement is not just about counting ratings and reviews. This comprises actual information and there is no room for any errors. Having relevant information directly from the customer helps the business to reach out to them proactively and ensure that they are satisfied.

• To boost customer retention by reacting to low measurement scores: Businesses sometimes encounter angry customers and it is important to calm them down. Having a proper conversation with disappointed customers is a useful strategy. The information obtained from measuring customer satisfaction in real time helps businesses stop a customer from churning before it’s too late.

• To identify any decline in customer satisfaction: Monitoring real-time customer distress helps to identify what is causing a dip in satisfaction. This information can be used for counseling sessions with agents and keeping a backup of your concerns.

The following are 5 metrics that can be used to measure customer satisfaction:

• Customer survey: This is the process of collecting data directly from the customers on their happiness. The surveys can be of several types:

In-app survey: In app surveys have the highest response rates. This is because the customers are asked for their opinion while they are engaged with your company. In-app surveys are especially convenient to measure some of the standard customer satisfaction metrics, like NPS or CES mentioned below.
Email survey: These surveys allow your customers to take their time in answering multiple questions. Google forms, Survey Questions Dos and Don’ts are tools for this purpose.
Post service survey: This type of survey focuses on the customer’s satisfaction about a specific service that they received. This survey is done soon after the service when it is still fresh in mind. This survey can be done with email support or live chart rating, or can be done over the phone.

• CSAT (Customer Satisfaction Score): This is a standard customer satisfaction metric where a customer is asked to rate her satisfaction with your business, product, or service. The scale ranges from 1 to 3, or 1 to 5, or 1 to 10. You can also use scales like “amazing”, “terrible” or “fine”, “not satisfactory”. Using simpler scales are more suitable for capturing service quality.

• Net Promoter Score: The Net Promoter Score (NPS) measures the likeliness of a customer referring you to someone, and it is one of the most popular ways of measuring customer loyalty. This metrics is used to identify the intentions of the customer about referring rather than measuring their satisfaction. To calculate NPS, take the percentage of respondents who fall within the ‘promoter’ category (10 - 9) and subtract the percentage of ‘detractors’ (0 - 6). An added advantage of this measure is that it directs customers’ attention towards referring, an option they might not have thought about before.

• Customer Effort Score: This is an approach where the customer’s issues are solved on a scale of 1 to 7, 1 being the lowest. The aim here is to lower the average score. According to CEB , 96% of customers with a high effort score showed reduced loyalty in the future, while that was the case with only 9% of those who reported low effort scores.

• Social media monitoring: Social media is an outlet for customers to share their reviews about the company’s product or services. This is the perfect place to know the voice of your customers. Platforms like Facebook, Twitter, and Instagram help to track your customers and their reviews.

Customer satisfaction is the key to the success of any business. Improving your customer satisfaction helps to improve your customer base, sales, revenue and the overall growth of the company. So, seek the assistance of a Long Island SEO marketing service to implement strong digital marketing strategies that let you get in touch with your customers directly and ensure their satisfaction.