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You think you can't afford to measure customer satisfaction? Frankly you can't afford not to. Besides, collecting customer feedback doesn't have to be expensive. The goal of good business is to have customers or guests completely satisfied. Anything less than complete satisfaction leaves room for improvement, but more importantly, it provides competition with an opening for attack. Even a small level of discontent can grow and lead to disastrous business results. |
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Importance of Measuring Customer Satisfaction
Since most customers or guests don't have daily experience with your brand (in person, by phone, or over the Internet) it takes time to detect changes in perceptions and satisfaction. By the time you identify an issue with sales or customer satisfaction it is likely that the problem has been growing undetected for quite some time. The best way to monitor the situation is with an on-going customer satisfaction survey program.
- Do you know the percentage of your customer base that's totally satisfied?
- If they're not totally satisfied, do you know what is causing the dissatisfaction?
- Would they feel 100% comfortable recommending you to a friend?
- How does your brand compare to the competition?
These are some very important, fundamental questions that you should know the answers to. We can help.
Shoppers' Critique offers customized solutions to your customer feedback needs.
- Interactive Voice Response (IVR) by telephone
- Interactive Web Response (IWR) via the Internet
Contact us to find out how we can help your business measure customer satisfaction through an online web survey or an IVR telephone customer satisfaction survey.
