How to measure customer satisfaction?
Posted: Wed Dec 18, 2024 5:46 am
Most control measures used by companies are based on a quantitative and financial study of the results obtained. This leads us to check sales figures once they have been produced, preventing us from reacting in time to changes in the market.
Knowing the level of customer satisfaction is a very useful complementary measure, which will allow us to correct the course by means of information in advance of the final accounting result. To do this, there are some methods that we must consider to collect this information and be able to evaluate the changes to be made.
Method of complaints and suggestions
Many companies are afraid of complaints , seeing them as an aggression, and others may understand suggestions but not really take them on board. Establishing a system for collecting complaints and suggestions is a basic method for gathering information.
Complaints are opportunities for improvement , thinking otherwise is like hiding in a burrow and cutting off communication channels with the market. For every complaint we receive, there are many that fall by the wayside, which is why we must facilitate their communication (note that preventing them from existing has nothing to do with facilitating their expression).
If we don't have a way of collecting, categorising and clinics email list processing complaints and suggestions, the system will be useless. We need to gather information and discuss possible improvements and study the origin of the complaints received. It's not as easy as putting up a mailbox, it's about creating a way of working that measures satisfaction and tries to improve it .
The downside of this method is that it is passive , meaning it does not seek out information but collects it. That is why it is good that it forms part of an organizational culture that also promotes other types of methods.
Surveys
Sending periodic surveys to our customer base can be useful for a large number of businesses. To do this, it is as important to know how to collect the responses as it is to determine the questions to be asked.
We must study the nature of our products and services to determine the questionnaire, avoiding encouraging the customer to mark the most positive answer. This type of practice only deceives us. We should not be afraid to know the truth, but rather want to discover it. With this method we will be showing ourselves to be active and concerned about satisfaction.
Knowing the level of customer satisfaction is a very useful complementary measure, which will allow us to correct the course by means of information in advance of the final accounting result. To do this, there are some methods that we must consider to collect this information and be able to evaluate the changes to be made.
Method of complaints and suggestions
Many companies are afraid of complaints , seeing them as an aggression, and others may understand suggestions but not really take them on board. Establishing a system for collecting complaints and suggestions is a basic method for gathering information.
Complaints are opportunities for improvement , thinking otherwise is like hiding in a burrow and cutting off communication channels with the market. For every complaint we receive, there are many that fall by the wayside, which is why we must facilitate their communication (note that preventing them from existing has nothing to do with facilitating their expression).
If we don't have a way of collecting, categorising and clinics email list processing complaints and suggestions, the system will be useless. We need to gather information and discuss possible improvements and study the origin of the complaints received. It's not as easy as putting up a mailbox, it's about creating a way of working that measures satisfaction and tries to improve it .
The downside of this method is that it is passive , meaning it does not seek out information but collects it. That is why it is good that it forms part of an organizational culture that also promotes other types of methods.
Surveys
Sending periodic surveys to our customer base can be useful for a large number of businesses. To do this, it is as important to know how to collect the responses as it is to determine the questions to be asked.
We must study the nature of our products and services to determine the questionnaire, avoiding encouraging the customer to mark the most positive answer. This type of practice only deceives us. We should not be afraid to know the truth, but rather want to discover it. With this method we will be showing ourselves to be active and concerned about satisfaction.