Sometimes people think good customer service automatically equates to satisfied customers. But customer service is just one factor contributing to customer satisfaction and experience. Research shows customers switch to competitors, become repeat customers, and recommend products and services based on their overall satisfaction experience, not just customer service experiences. This should seem pretty intuitive. Customer satisfaction can be grouped into three categories:
• Dissatisfaction. Customers falling into this group will not make future purchases and will probably share their negative experience with their network (costing you future customers), complain vigorously or take legal action. If you find your experience scores fall into this category, you are probably providing bad customer service and falling short of other satisfaction categories as well.
• Indifference. If you're seeing satisfaction survey scores fall in the indifference category, customer service feedback should be excellent. However, other factors such as value, quality, environment, ease of use, etc. could be pulling down the overall measure of customer experience. Good customer service can do a lot to move customers from dissatisfaction to indifference, so if your product is difficult to use having a great customer care team could save you losing customers forever.
• Loyal. Customers who are loyal find that all factors contributing to their experience with your organization are exceeding expectations. The more these customer interact with your organization, the more loyal they become, increasing brand recommendations to their network. Organizations with satisfaction scores falling into this group are considered "world-class" with strong reputations.
Measuring customer satisfaction is an important exercise for any organization. Not only will it tell you where you stand now, but if you're ranking in the dissatisfaction category, you could make changes to keep customers from leaving. So what is your customer satisfaction score?
• Dissatisfaction. Customers falling into this group will not make future purchases and will probably share their negative experience with their network (costing you future customers), complain vigorously or take legal action. If you find your experience scores fall into this category, you are probably providing bad customer service and falling short of other satisfaction categories as well.
• Indifference. If you're seeing satisfaction survey scores fall in the indifference category, customer service feedback should be excellent. However, other factors such as value, quality, environment, ease of use, etc. could be pulling down the overall measure of customer experience. Good customer service can do a lot to move customers from dissatisfaction to indifference, so if your product is difficult to use having a great customer care team could save you losing customers forever.
• Loyal. Customers who are loyal find that all factors contributing to their experience with your organization are exceeding expectations. The more these customer interact with your organization, the more loyal they become, increasing brand recommendations to their network. Organizations with satisfaction scores falling into this group are considered "world-class" with strong reputations.
Measuring customer satisfaction is an important exercise for any organization. Not only will it tell you where you stand now, but if you're ranking in the dissatisfaction category, you could make changes to keep customers from leaving. So what is your customer satisfaction score?
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