Customer Satisfaction is an integral aspect of any business and no business can survive without it. Customers are the essence of your business and your business can only achieve success if you are able to make a bunch of good and loyal customers. When we talk about understanding Customer Satisfaction, it means that you need to understand what customers need and what they expect from you and your business.
Did you know that Americans share their bad experience with 15 people on average but share their good experiences only with 11 people? Researches suggest that 51% of the customers will churn with just one instance of poor Customer Experience. And how will you get to know about such bad experiences? Do you expect that all your customers will come and tell you? Not really! Studies say that only 1 out of 26 customers complain about a bad experience, the rest all churn!
Even if you do every possible effort to satisfy your customers, you need to make sure that your efforts are worth it. By understanding Customer Satisfaction, you will be able to ensure that your efforts don’t go in vain but bring great results. To know that the customers like your efforts or not, the one and only way is to gather Customer Feedback, which you can easily do with the help of a Feedback App.
What is Customer Feedback?
Customer Feedback is the information about the customers’ views and opinions about your products and services and the overall experience they had with your organization.
Gathering Customer Feedback will not only help you get real customer insights but will also act as a guide to your actions. With the help of this vital feedback information, you will be able to know better about customers’ expectations and work in the right direction to meet those expectations.
Why is it so important to Collect Customer Feedback?
While we focus on gathering Customer Feedback, you may be thinking why it is so damn important! And what benefit you will derive by knowing the emotions and feelings of the customers. Let us learn some more benefits of gathering Customer Feedback to realize the reasons behind why we should take Customer Feedback.
- It helps to gauge Customer Satisfaction
- It helps to improve products and services
- It helps to improve Customer Experience
- It helps to make the right business decisions
- It helps to retain customers
Let’s explore how these advantages can actually benefit your business.
1.It helps to gauge Customer Satisfaction
Are your customers happy? How satisfied are they with your products and services? Customer Feedback is the greatest source of answering all these questions and measuring Customer Satisfaction. This important piece of information actually tells you whether the customers are happy or not and what is the level of their satisfaction.
2.It helps to improve products and services
Customer Feedback tells you whether your customers are satisfied with your products and services or not, and what are the aspects or features they like and what they dislike. This motivates you and guides you to make improvements in your products and services.
3.It helps to improve Customer Experience
When it comes to deciding a sellar for making a purchase, 64% of the customers prefer a good Customer Experience over price. In fact, customers nowadays are ready to pay more for a great customer experience. Customer Feedback helps you know the strengths and weaknesses of your products, services, and brand. This enables you to provide a better Customer Experience each time.
4.It helps to make the right business decisions
To make the right business decisions, you need to know what customers feel about your current products and services and the decisions you took earlier. When you get to know the opinions of the customers around your decisions, you are in a better position to make decisions for your business and you actually make better business decisions when you consider customers’ viewpoints on various aspects of your products and services.
5.It helps to retain customers
Increasing Customer Retention by 5% can help you increase your profits anywhere from 25% to 95% because it’s always harder to acquire new customers than to retain the existing ones. When you work on Customer Feedback and are able to enhance Customer Satisfaction and improve Customer Experience, it automatically boosts customer retention and thereby establishes a good and long relationship with your customers.
In order to obtain Customer Feedback, Customer Feedback Apps are really effective. Let’s know more about them.
Customer Feedback Apps
A Customer Feedback App is a web application setup that allows you to collect customer insights about your products, services, and brand with the help of Customer Feedback Surveys. With the help of such an app, you can easily create Customer Feedback Surveys and quickly send them to multiple customers through various channels like email, SMS, kiosks, online and offline surveys.
A feedback app is a very comfortable and convenient mode of obtaining Customer Feedback. A good Customer Feedback App not only helps to create surveys and collect feedback but also enables you to take action on feedback and close the feedback loop effectively.
With features like real-time feedback alerts and notifications, it helps to act at the right time and bring back the miffed customers and thus prevent customers from churning. Let’s learn more about how these apps actually help you to attain more Customer Satisfaction and thus grow your business.
How Customer Feedback Apps help to Attain Customer Satisfaction?
- They help to survey your customers at the right time
- They help to provide real-time Customer Feedback
- They help to measure Customer Satisfaction, Loyalty and Effort
- They help to respond to Customer Feedback on time
- They help to Close the Customer Feedback Loop effectively
- They help to measure and boost employee performance
- They help to track the success of the business
Let’s learn how these aspects help to facilitate a great Customer Experience and enhance satisfaction among the customers.
1.They help to survey your customers at the right time
In order to obtain accurate feedback, it is important to collect it at the right time. A Customer Feedback App helps you to set such triggers that the surveys are automatically sent to the customers at the right time.
A good customer feedback app can send Transactional Surveys at the time of a particular event or transaction like just after a purchase, a bill payment, dining, a visit, a discharge from hospital, a delivery, or any customer interaction. It also helps you maintain a good relationship with your customers by sending relationship surveys regularly like a monthly survey, a quarterly survey or an annual survey.
2.They help to provide real-time Customer Feedback
Customer Feedback Apps provide you real-time alerts and notifications for feedback and negative feedback so that you can take immediate actions before it gets too late. This helps in working on the feedback on time which in turn improves Customer Experience and facilitates customer retention.
3.They help to measure Customer Satisfaction, Loyalty and Effort
Customer Feedback Apps helps to create different types of surveys including the 3 types of metrics surveys like NPS®, CSAT, and CES. These surveys help to measure Customer Loyalty (with Net Promoter Score®), Customer Happiness (with Customer Satisfaction Score), and effort perceived by the customers to get their work done (with Customer Effort Score).
Finding such customer satisfaction metrics helps you to know the current position of your business in the market and eventually improve it.
4.They help to respond to Customer Feedback on time
Responding to Customer Feedback is an essential part of the feedback process. With the help of Customer Feedback Apps, you can set triggers to send personalized custom replies to the customers automatically after a survey response is received.
5.They help to Close the Customer Feedback Loop effectively
An effective Customer Feedback App helps you to not only collect feedback but also Close the Customer Feedback loop. Closing the Customer Feedback Loop essentially means working on the feedback received and responding to the customers about what you have done or are doing with respect to their feedback.
A feedback app immediately informs you about the customer feedback, so that you can assign the relevant staff to work on it and resolve customer issues. After the work is done, you can inform the customers about it and close the feedback loop effectively.
6.They help to measure and boost employee performance
You can share Customer Feedback with your staff and let them know what your customers think about the services they provide. This will motivate them to work better to improve the Customer Experience.
The apps help to assign tasks to the right teams or reach the right people who worked on the customers’ requests. Moreover, the ratings given by the customers help you to gauge the employee performance and improve it.
7.They help to track the success of the business
Customer Feedback Apps can be effectively utilized to track the overall success of your business. With the help of a good feedback software or app, you can anytime get feedback reports and compare them with previous reports. In this way, you can track whether your business is doing better day by day or not and thus track the overall success of your business.