Can measuring customer satisfaction be easy?
Everyone knows that customer satisfaction is key in a hard economy. If people are watching their expenditures more closely than ever before, you must be very careful about losing customers. Traditionally it's been said that it costs twelve times more to capture a new client than it does to maintain an existing one.
In a raging bear market, this difference turns into a gaping hole.
Theory says that finding out what your customers are thinking should be simple. After all, you only need to ask them good questions and analyze their responses with care.
But practice shows that it's not easy at all to achieve.
A few years ago I got to meet Jack Welch (he won't remember the occasion, I'm sure) and one of the things he said stuck in my head, "You can't improve what you don't measure." But I was stuck with a question, "How do you measure without going under in the process?"
The difficulties of measuring customer satisfaction are due to the complicated process you need to implement:
1. Design the survey questionnaire.
2. Implement the survey instrument (a printed survey, a webpage)
3. Distribute the survey.
4. Ask clients to fill out the survey.
5. Recover the competed surveys.
6. Tabulate the responses in a useable format.
7. Analyze the survey results to make conclusions.
Each step of this process must be completed in order to effectively measure customer satisfaction. To do this well requires effort and resources.
Fortunately there is an innovative new tool on the market, Gustometria, which can help you to reduce the time, effort and cost significantly. But even more importantly, Gustometria will help allow you to analyze the results and take action in realtime. Quite frankly, customer satisfaction measurement has never been so simple.
The Gustometria system, which permits you to easily and affordably track your customer satisfaction, guarantees four additional benefits:
1. You can adapt and change your surveys on the fly.
2. Integrate customer satisfaction measurement into your daily business processes. Since your customers are answering the survey right at the checkout counter, while waiting for their receipts, you will achieve excellent participation rates. The whole survey process usually takes about a minute, and it effectively demonstrates to your client how important his opinion is to your company.
3. React immediately when you detect a problem. The fact that you are receiving results back in realtime truly empowers the system. If something is going wrong, you find out today, in time to implement a solution immediately. Tomorrow you'll be able to confirm whether the new solution is as effective as you hoped.
4. You can get direct customer feedback in realtime. Not only does Gustometria allow you to do quantitative measurements, but it also opens the door to open ended direct customer feedback.
Basically this innovative system "gives you eyes" all over your organization. Everyday all day long you are measuring and improving your business.
Yes, measuring customer satisfaction can be easy. In fact it's as easy as picking up the phone and calling toll free 1-877-448-7865.
Everyone knows that customer satisfaction is key in a hard economy. If people are watching their expenditures more closely than ever before, you must be very careful about losing customers. Traditionally it's been said that it costs twelve times more to capture a new client than it does to maintain an existing one.
In a raging bear market, this difference turns into a gaping hole.
Theory says that finding out what your customers are thinking should be simple. After all, you only need to ask them good questions and analyze their responses with care.
But practice shows that it's not easy at all to achieve.
A few years ago I got to meet Jack Welch (he won't remember the occasion, I'm sure) and one of the things he said stuck in my head, "You can't improve what you don't measure." But I was stuck with a question, "How do you measure without going under in the process?"
The difficulties of measuring customer satisfaction are due to the complicated process you need to implement:
1. Design the survey questionnaire.
2. Implement the survey instrument (a printed survey, a webpage)
3. Distribute the survey.
4. Ask clients to fill out the survey.
5. Recover the competed surveys.
6. Tabulate the responses in a useable format.
7. Analyze the survey results to make conclusions.
Each step of this process must be completed in order to effectively measure customer satisfaction. To do this well requires effort and resources.
Fortunately there is an innovative new tool on the market, Gustometria, which can help you to reduce the time, effort and cost significantly. But even more importantly, Gustometria will help allow you to analyze the results and take action in realtime. Quite frankly, customer satisfaction measurement has never been so simple.
The Gustometria system, which permits you to easily and affordably track your customer satisfaction, guarantees four additional benefits:
1. You can adapt and change your surveys on the fly.
2. Integrate customer satisfaction measurement into your daily business processes. Since your customers are answering the survey right at the checkout counter, while waiting for their receipts, you will achieve excellent participation rates. The whole survey process usually takes about a minute, and it effectively demonstrates to your client how important his opinion is to your company.
3. React immediately when you detect a problem. The fact that you are receiving results back in realtime truly empowers the system. If something is going wrong, you find out today, in time to implement a solution immediately. Tomorrow you'll be able to confirm whether the new solution is as effective as you hoped.
4. You can get direct customer feedback in realtime. Not only does Gustometria allow you to do quantitative measurements, but it also opens the door to open ended direct customer feedback.
Basically this innovative system "gives you eyes" all over your organization. Everyday all day long you are measuring and improving your business.
Yes, measuring customer satisfaction can be easy. In fact it's as easy as picking up the phone and calling toll free 1-877-448-7865.
About the Author:
Unhappy customers go away and seldom come back. That's why you need to do customer research. Our powerful consumer survey tools are easy, affordable and highly effective. This and other unique content '' articles are available with free reprint rights.
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