Should customer happiness be a priority for your business? Can an unsatisfied customer ruin your internet reputation and make things difficult for you? The answer is yes and unfortunately yes.
Ignoring bad comments about your performance can transform into a serious problem, fast. If customers are unhappy, they won’t just leave you, but they will also spread the word about their experience with your business. And we can promise you, they won’t hold back.
It’s also important to know what your business is doing right. Good and bad reviews are key opportunities for improvement. Use a survey to find out more about how your customer feels about your product or service.
Finding ways to gather this information through social media, automation or any other method are almost imperative. Once you have this process figure out across several platforms (if you need a little help starting, you might want to check our post for 5 Strategies to Get Customers Reviews to Build Your Authority Message) it’s time to move on to the metrics. There are 3 essential metrics you can use to learn as much as possible about your customer’s experience. They will help you get a specific answer that’s measurable and actionable.
Customer Satisfaction Score
First, you can use the Customer Satisfaction Score. This metric uses the question:
“How would you rate your experience interacting with our sales, customer service, support department?”
The scale ranges from:
- Very unsatisfactory
- Unsatisfactory
- Neutral
- Satisfactory
- Very satisfactory.
This will give you a general idea of how your customers felt during such interaction. You need to act if your score is below 5, every time.
Net Promoter Score
The second metric we recommend is the Net Promoter Score. I use the question “on a scale of 1 to 10 how likely are you to recommend our product or service to a friend?”
This will let you understand if they have the motivation to spread the word on their social circle. It’s a very important metric and you should aim to take action if you have anything below a 9.
Customer Effort Score
The last recommendation is the Customer Effort Score. It uses the question “how hard did you have to work to get a problem fixed/query answered/service rendered?”
The scale usually goes from 1 (it was very easy and simple to solve) to 5 (it was a waste of time). The lower your score, the better.
This metric is precise, and it will let you identify the steps your clients had to do when trying to solve an issue. Furthermore, don’t discard the opportunity to call them and ask for feedback. Try to get their opinion right after they experienced your product or service. The quickest, the better.
“It’s much more expensive and time-consuming to get new business than to build upon an existing relationship.”
Rena Gadimova, Adobe Marketo Engage
Hope this helps you increase your business opportunities and keep your customers happy. Visit our site for more amazing content like this one.
