When it comes to business success, customer satisfaction is everything. Bad customer service costs businesses around $338.5 billion globally per year in lost business. And 9/10 customers will never purchase a product or service from you again if they have a negative shopping experience.
Customer satisfaction scores are essential for figuring out how your customers feel about you, and the ways in which you can improve your experience to make them happier.
Not sure how you can improve your scores to make your business better?
Keep reading to learn the ins-and-outs of customer satisfaction scores, and how you can make your customers happier and more likely to shop with you again.
3 Easy Ways to Improve Customer Satisfaction Scores
Want to improve customer happiness and your brand reputation? Here are 3 easy ways to do that:
1. Invest in the Right Measurement Tools
The first step in approving your satisfaction scores is measuring overall customer happiness. Here are some great methods and metrics you can use to measure satisfaction successfully:
This survey is a standard way to collect data on overall customer happiness. It usually consists of asking customers how satisfied they are, and it can come with or without follow up questions.
Here are some variations:
- Post-service emails
- Email surveys
- In-app surveys
Each one has its own useful purpose for measuring satisfaction.
Customer Satisfaction Score (CSS)
This is the most standard way to measure satisfaction. It involves asking your customer to rate his or her satisfaction with your business, product, or service. The final score is the average of all the responses.
Net Promoter Score
Net Promoter Score measures the likelihood of a customer referring your brand or product to a friend, which is a great way of measuring customer loyalty. It involves asking them how likely they are to recommend you on a scale of 1 to 10.
This metric is less emotion-based than CSS and is quite easy to calculate. A score of zero to six is negative, 7 to 8 is neutral, and 9-10 means the user is very likely to recommend you.
2. Monitor Satisfaction Through Social Media
Today, customers often turn to social media to voice their complaints about your brand. Social media is a great way to stay up to date on how your customers are feeling, and quickly address any issues they have with you.
Here are some ways to increase customer happiness with social media:
- Monitor how often your brand is mentioned
- Support and interact with your audience
- Answer customer questions and host Q&A sessions
By doing this, you can use social media not only for brand awareness but for addressing customer concerns and improving their satisfaction.
3. Make it Easy for Customers to Contact You
The best way to keep customers satisfied is by preventing them from experiencing problems. How do you do that? Make it incredibly easy for customers to contact you!
Here are some customer support channels you should consider having:
- Live chat
- Toll-free phone support
- 24/7 email support
If you want to see an example of a business effectively using these customer support channels, click here.
You’re more likely to retain customers and gain positive reviews if you show customers you’re there for them when they need you.
Customer happiness is essential to your business’s success. By following the three tips above, you can drive satisfaction and overall happiness for your customers.
Know any other tips to improve overall satisfaction? What practices have worked best for your business?
Let us know in the comments!