Modern-day businesses are built on pillars of high quality and efficiency of service. This is why you are most likely going to be asked to participate in a satisfaction survey after availing of the products or services of a business. Smart companies understand that customer retention is an art. Successful organizations believe that retaining current customers is more cost-effective than finding new ones. By measuring customer satisfaction, businesses can gauge customer loyalty. They will get to understand why a few customers are slipping away despite spending so much time, money, and effort. In recent times, satisfaction surveys have evolved into an ingenious tool for enhancing customer loyalty and happiness. If you still aren’t convinced about the importance of satisfaction surveys, then read on to know our reasons why you need to participate in them and how they can benefit businesses of any size.
6 Reasons You Should Do Every Satisfaction Survey
- To help businesses understand customer loyalty
- To help businesses achieve positive branding
- To help businesses understand areas of improvement
- Satisfaction surveys act as a brand differentiator
- To offer better ideas for implementation
- To enjoy personalized benefits
1. To help businesses understand customer loyalty
Customer loyalty has to be earned the hard way. Studies have revealed that organizations in the US can lose up to 45% of their customer value if they fail to offer proper customer service. With new businesses being set up every day, customers have several choices and the loss for one business can be some other business’s gain. As a customer, if you fill out satisfaction surveys, then businesses can understand all your queries and concerns to cater to the same immediately.
2. To help businesses achieve positive branding
Customer satisfaction can have a big role to play while laying out marketing strategies related to branding. Irrespective of their age, modern customers have hopped onto the digital bandwagon. Social media has become the ‘IT’ thing in marketing and customers can be seen sharing both positive phrases and negative reviews on a particular product or service on different social media platforms like WhatsApp, Facebook, and Instagram, to name a few. A single negative review can render irreversible damage to a brand’s image. Whenever a customer undertakes a satisfaction survey, the business can come to know about their grievances so that the same doesn’t get escalated in front of a global audience on different social media platforms.
3. To help businesses understand areas of improvement
We love getting undivided attention and customer satisfaction surveys open a pathway for personalized interaction between customers and the business. The importance of these interactions is heightened for customers who found a product or service to be either mediocre or poor. Businesses get to know about areas where everything is good and also ones that call for improvement through satisfaction surveys. Customers might have to answer questions like, how responsive was the business towards their concerns, was the website easy to navigate, etc. As the result, the surveys highlight the problem areas, and businesses can implement necessary changes before the negative feedback hamper the company’s reputation.
4. Satisfaction surveys act as a brand differentiator
Whenever a customer develops loyalty for one brand, their resistance towards its competitors increases. But for this to happen, one or more of their differential needs have to be met. Companies gain important statistics on these loyal customers from satisfaction surveys.
5. To offer better ideas for implementation
When businesses ask customers for ways of improvement, they receive tonnes of ideas that can help identify the problem areas and provide an effective solution. Whether an existing product needs a makeover or new ones call for being added to the market, it becomes easier for businesses to understand the same when customers fill out satisfaction surveys.
6. To enjoy personalized benefits
Businesses usually make an effort to contact every unhappy customer in person and implement different strategies to address their grievances and convert them into happy ones. If you raise your concerns by filling out a satisfaction survey, then you can expect an immediate remedy by offering a discount or vouchers to repair the damage done. Customers might even get to enjoy some perks over and above the normal damage repair policies of businesses.
If customers are satisfied with a brand, then revenues will come flowing in. Every business will agree to the fact that a satisfied customer is an invaluable asset. A positive word of mouth and service or product recommendation by one customer to their family and friends serves as an informal referral. Whenever customers fill up satisfaction surveys, they establish a communication avenue with the business so that their issues get addressed in time. A fully functional survey leads to timely feedback from the business which ultimately delivers a win-win scenario for both parties.