The question now is, can you handle the truth?
Measuring customer satisfaction can be a very daunting task whether you have 20 customers or 200,000. It is easy to over complicate strategies to find out what your customers really think about you, spending hours strategising how to conduct the study, how many people to ask, and even what to ask. At the end of the day there is only one rule that you should follow when exploring measuring customer satisfaction, start simple and just ask!
It's one easy step and it accomplishes more in the time it would have taken to develop some master strategy. Start simple and contact your customers and candidly ask, "Hi there Customer! I wanted to get in touch with you and see what you think about (product x/service y/performance of z)." Not only do you instantly improve customer satisfaction by reaching out and telling them you trust and value their opinion, but you also gain customer insight into genuine feelings about the way you do business and about your product.
After this short conversation, you open a new channel of communication with your customer, putting your hands on the pulse of their ever changing opinions.
Fun Fact: According to The Service Advantage by Karl Albrecht, less than 4% of unhappy customers will inform the organization they have received bad service if they do not receive a customer satisfaction survey. However, they will tell 15 people about their bad experience, while happy customers only tell 6 people.
The question now is, can you handle the truth?
Yes, you can handle the truth. A simple start is an easy way to open the communication and hear what is satisfying your customers.
SERVICE 800 can start a customer satisfaction measurement program for you in days, so you can start simply and evolve your measurements over time. Why wait? Can you afford not to know?
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