Customer Satisfaction is the most desired result for every business units. High customer satisfaction defines sustainable business model through strong referral business. We bring transformation in customer experience by ensuring right alignment between process and people working in the organisation.
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Customer Purchase Pattern has changed rapidly in the last decade. Due to digital evolution, customers have become well educated about product expectations, rights, and competition. Furthermore, customer patient level, mind space retention and loyalty has gone down. Due to all above changes, customers have become less forgiving of errors. Customer satisfaction measurement mechanism will help organisations to identify gap areas in the processes and resolve them in timely manners to retain customers and enhance referral business. Customer feedback captured with such mechanisms will also help organisations to improve products and strategy formation for business growth and expansion.
Robust customer satisfaction measurement will help organisations to learn why customers are buying or not buying products or services. It also helps build strong E (Electronic) reputation on the online platforms which will impact the new lead generation process. The results from the survey enables organisations to make right and timely changes in the business strategies. Ultimately this will help acquire more customers and improve referral business.
Customer satisfaction can be measured with personal & telephonic interviews, online and offline surveys, written feedback etc. Organisation to select one or multiple channels based on product and services they are offering, target audience and resources needed to operate the mechanism. There are various tools available in the market to capture customer feedback effectively.
Customer Satisfaction Measurement Mechanism should have limited questions which can cover all information needed to quantify customer satisfaction. These questions can be formed based on core of the business, target audience, competition strengths, business strategies etc. The questionnaire can be designed by analysing factors like language, mode of survey, target audience etc. Overall objective of the survey is to get all information required to make appropriate business decisions pertaining to product, process, and business governance.
There are two ways to analyse survey results. Manual analysis based on excel sheets and Artificial Intelligence (AI) based analysis. Normally survey results are categorised based on ratings given by customers on online as well as offline forms. Results with low ratings or poor reviews to be filtered for better understanding of the customer discomfort. Complaint Management System to be set to resolve all customer feedbacks with low ratings or poor reviews. Corrective actions to be taken to resolve current concern and avoid recurrence.
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