how to measurecustomer satisfaction

1. survey customers

CUSTOMER

your

SATISFACTION

competitors

yourbusiness

3. EXPECTATIONS

4. assess your competitors

2. marketing & customer analytics

Creating a satifsfaction survey using a Likert Technique is the best way to know what customers think about yourbusiness. Use a five-point weighted scale and conduct the survey over the phone, through mail or online.

Successful marketing campaigns start with the right data.Customer analytics solutions provided by companies like

Emailvision can analyse millions of client records and provide detailed profile data, including purchase behaviour and responsi-

veness to marketing campaigns.

Understanding what your consumers expect from yourservices and products is vital in order to offer a better customer experience. Discover the expectations of your customers and decide how are you going to ensurethat their needs are met.

The best way to learn what your customers want is knowingwhat your competitors are offering. Compare your products

and services to those of the competition and discoverwhat you need to offer to your clients.

EXPECTATIONS

NEEDS

why measure customer satisfaction?

customer satisfaction measurement

Complete dissatisfaction Complete satisfaction

1

34

5

2

No business would exist without customers. Measuring how yourproducts or services meet or surpass customer expectation is vitalin order to keep your current clients and attract new ones toyour business.

Customer experience and satisfaction is a high priorityfor consumers, with over 60% preferring to pay more for a better service.

81% of companies with a high capability to delivercustomer experience are outperforming theircompetition.