We all know the phrase “the customer always comes first,” but did you know that there are measures for how much a client is satisfied with a particular service provided? These are known as Customer Satisfaction Scores, or CSATs. They can be compiled through surveys, mainly, and have been around since the 90s.
But what does having a low score mean for a business? Well, lower scores generally indicate that you are not meeting your clients’ needs and/or expectations, and that they need you to step up your game, so to speak. A higher score would indicate that, for the time being, your customer service team has successfully met these expectations, and customers are satisfied with the quality of the service or product received overall.
Improving and maintaining these scores can have a huge impact on client retention and can even mean growth for your business. You can think about when the best time to survey your customers is, depending on the service, but the general approach is to do it in the moment, right after they have had the experience of utilizing your product or service.
Make it friendly, easy to understand, and laid-back. People might be more inclined to answer if it feels like a simple task, a casual question, or even a little game.
Even though this metric may make some sacrifices for simplicity’s sake, it can still be a beneficial and widely known tool. Other tools you can utilize are the NPS (Net Promoter Score) and the CES (Customer Effort Score). These aid in measuring customer loyalty to your business and a customer’s perceived ease or difficulty with your service, respectively. You can also think of a better rounded approach through Voice of the Customer surveys, which include a broader analysis.
Here are some ways you can increase your client’s satisfaction rates.
Run things with your customers in mind
When making decisions, thinking about next steps, or even reflecting upon the way things have been until now, you should always put yourself in your customers’ shoes. Everyone at your company should have a customer-centric perspective, and you should be able to hear and incorporate them into your protocols and decisions. Your employees should be well-versed in customer satisfaction, and willing to make any effort necessary to uphold these standards of service.
Never stop making an effort
Sometimes, you have a trustworthy service and protocol for addressing issues and queries. Basically, your customer satisfaction scores are high and mainly unchanging. But you shouldn’t ease into this. Everything changes, and you will never not have issues to address. Not only that, but they will evolve into things you might not be expecting. So you should pay attention to these trends, and always keep an eye on your customer’s ever-changing needs.
Your client’s sole incentive for providing you with this information is for you to hear it and evolve. It is common that they might rate you higher than they really feel “just to be nice,” but you should take precaution on this and do your best not to breed this type of situation. Show off your growth and make it known that their voice can make a difference.
Follow along with your customer
You should always keep your bases covered. This is why it is essential that you are paying attention to your customer’s experience, every step of the way. They should feel taken care of from beginning to end, without any slips through cracks.
Always set higher expectations
One-up yourself, constantly. Always look for and celebrate innovative ideas on how to improve your customer’s experience. Defying expectations can set you apart from other businesses and create a stronger trust with customers. They will know to expect great care and attention, so you should too.
Be mindful and empathetic
Your customers are not only your customers. They might be stressed or hopeful individuals who are counting on your service for a potentially infinite number of reasons. So, understand if they might come on strong or react in a certain way. Part of putting yourself in their shoes is understanding this, and having an empathetic and proactive approach.
Transparency is key
Make sure your client doesn’t feel like they have been cheated or kept in the dark in some way. This can be avoided by maintaining transparency throughout every step of the process, and being clear and enunciative at that. This is generally much appreciated by customers, and will translate into their survey responses.
In the end, we can understand that customer satisfaction scores can be an important metric to look at when seeking improvement. There are many ways to address known issues and there can always be room for the betterment of your service or product.
Putting yourself in your client’s shoes and being able to keep yourself accountable and innovative throughout every step of the way can be important tools towards this.