Customer Satisfaction: What It Is And How To Improve It

If you run a business or work in a sales environment, you would know the importance of customer satisfaction in boosting engagement, sales, and awareness for your brand.

“The basics of business are to stay as close as possible to your customers — understand their behavior, their preferences, their purchasing patterns, etc.” — Indra Nooyi (PepsiCo’s former chair and CEO)

In this article, we will focus on the importance of attaining, monitoring, and improving customer satisfaction in the workplace.

What Is Customer Satisfaction?

Customer satisfaction in the workplace determines how customers are satisfied with the products, features, and services that the company provides.

As a business owner or an employee in charge of customer satisfaction, it is your main priority to ensure the customer is satified with the product or service that you provide.

Monitoring Customer Satisfaction

Customer satisfaction is monitored through several ways including surveys, polls, reviews, and online engagement with the content of the brand’s social media pages.

The easiest way is to formulate a survey that monitors customer satisfaction and addressed areas for improvements, such as what services the customer was interested in accessing at the company or store.

This can easily be done using free online platforms. My go-to site is SurveyMonkey which is one of the easiest ways to create, manage and analyze the results from the survey. I have a few surveys that I am currently running for several local brands and the platform is user-friendly and professional.

Developing Customer Satisfaction

We need to first understand the customer and target audience in order to create programs and campaigns that cater to their needs.

This will result in a better customer satisfaction experience. The next step is to allow the customer to be involved in the larger vision of the brand. This will help them to have a say and feel heard, which will create trust and customer loyalty to the values and brand.

They are more likely to purchase and become engaged in the brand if they feel they are involved in the process.

Customer Satisfaction During Encounters With Customers

During encounters with customers, whether virtually or face to face, you are still able to monitor customer satisfaction by monitoring customer reactions.

Are the customers are happy with the products and services offered? How do they react and engage with the brand?

Depending on what you are offering, you can also ask them what they think of the service or how you can help them further. Offer them an incentive to fill out a short physical or online feedback form or survey. This will not allow you to monitor their satisfaction but also get their contact details to contact them about future campaigns and discounts.

Just make sure you clearly state that when collecting their contact information and obtain their consent beforehand.

Impact Of Customer Satisfaction On Business

Customer satisfaction greatly impacts the business as it is important for customers to be satisfied in order to result in a successful business.

Customer satisfaction can break or make a business and it’s important to measure customer satisfaction on an ongoing basis to ensure an excellent customer satisfaction rate.

If customers are satisfied they will likely come back to buy more and tell their friends about the business and its services.

Below is a short in-depth video that will help you better understand customer satisfaction:

Resources:

• Examples & Quotes From Successful Brand Owners On Customer Satisfaction

About The Author

Noor is a second-year business student at Tredu. She is also studying for a Diploma in International Smart Industry at Tampere University. She is passionate about marketing and content creation. She recently launched her YouTube channel specializing in holistic healing.