How can you identify the factors driving customer satisfaction with your product?

Customer satisfaction is often best measured through surveys: ? I don't rely much on NPS (Net Promoter Score) because it mainly gauges if customers would recommend us, not their overall satisfaction. ?? I prefer the Customer Effort Score, which is a great way to validate how easy or difficult it is for customers to use our product. ?? CSAT (Customer Satisfaction) score is also great and simple - usually measured on a scale of 1 to 5, provides a quick snapshot of how satisfied customers are with the product.

From my experience, analyzing user behavior alone may not provide a good measure of customer satisfaction ?. ?? it can offer valuable insights into user interactions, such as whether they achieved their goals, how much time they spent, and how often they navigated through the product, but... ?? these metrics DON'T directly equate to user satisfaction. ?? To get understanding of customer satisfaction, it's essential to complement quantitative data with qualitative insights through surveys / interviews (by asking questions or using CSAT or Customer Effort Score.

Understanding customer diversity is crucial in R&D. Prepaid and postpaid phone users have starkly different needs; the former might seek flexibility, while the latter could prefer premium services. This variation is evident across age groups as well. 1) Why Segment? Tailor your approach for precision. 2) Criteria: Use demographics, behavior, and customer value. 3) Benefits: Enhance satisfaction and boost loyalty. Using segmentation tools, personalize your product features and communications to cater to each group effectively. It’s a strategic move that ensures your product resonates well across your customer base, fostering stronger connections and retention.

????Ensuring that you have happy customers is not just about ticking a box ????it’s about creating a customer service focused organization that is committed to making a difference in the lives of your customers. ????Whatever product or service you’re providing, you can make a positive difference in the lives of others through your business.

From my experience, it's essential to start testing your hypotheses even BEFORE creating any version of the product (even prototype or MVP). ?? This helps you avoid investing in features that may not matter to your customers. ?? To do this, you can use various research methods like interviews, surveys, and fake door tests. ?? One helpful tool for planning research and experiments is the OPPORTUNITY SOLUTION TREE. It helps you map out different ideas, their potential solutions, and the hypotheses you want to test.