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Measuring Customer Satisfaction In 4 Ways

Posted in Customer Management

Customer satisfaction is difficult to measure for many reasons. Determining customer satisfaction because their feedback is less than because most people choose to continue to be silent when satisfied.
A few people do not need to contact the companies while others are attempting to file their issues.
The requirements for customer satisfaction are not only unique but difficult to quantify. Setting standards and increasing employee relationships with customers is a central strategy for measuring customer satisfaction and ensuring that success is decided.
Just how to measure customer satisfaction include:
Kotler, at approach, (1996) determined four methods for measuring customer satisfaction, as follows:
1. Problems and Suggestions System
Just about every customer oriented organization must give its customers a broad possibility to share their recommendations, opinions, and grievances. The medium used can be considered a suggestion box that is put in strategic places (which are easily accessible or often passed by customers), comment cards (which can be filled straight or sent via post to the company), toll-free line, and others.
The information gained out of this method provides new ideas and valuable inputs to the company, allowing it to respond quickly and quickly to address any problems that arise. However, credited to the fact that this method is unaggressive, it is difficult to obtain a complete picture of customer satisfaction or dissatisfaction. Not really all disgruntled customers will complain. They might switch straight to the supplier and will not buy the product again.

The hard work to get good advice from customers is also difficult to achieve with this method. Moreover, if the organization does not provide enough reciprocity and followup to those that have battledto think (contribute ideas) to the company.

2. Ghost Shopping
One way to get a concept of customer satisfaction is to use}multiple people to take action or act as potential customers / buyers of the company’s products and competitors. They then record their findings on the strengths and weaknesses of you can actually products and opponents based on their experience in purchasing those products. In addition, ghost consumer can also observe how companies and opponents provide customer demand, answer customer questions and handle any complaints.

It is better for the managers of the company plunged into a ghost shopper straight to know how employees socialize and treat customers. Of course employees should not know that their manager is doing research or assessment (eg by dialling his own company and filing a complaint or question).

3. Lost Consumer Analysis
Companies should contact customers who have {halted|ceased|ended} buying or have relocated their suppliers to understand why it happened also to take further improvement as well as refinement policies. Not only is it necessary, but monitoring is important too, where an increase shows a company’s failure to meet its customers.

4. Client satisfaction Survey
Generally a lot of research on client satisfaction conducted with survey research, either post surveys, telephone or personal interviews. Throughout the survey, the company will get feedback and responses (feed back) directly from customers and provide a positive signal that the organization is paying attention to their customers.