How do you report your customer satisfaction to stakeholders?

Customer satisfaction is always become important objective to be achieved, yearly. Normally we will receive a result using specific metrics (1-10, E to A and etc.) based on customer preference. Gaining a good result is a must, and the question is how we get it done? KPI is a tool to remind and control our strategy for achieving a good result from customer satisfaction survey. In KPI, we could describe a lot of things to support our objective, how we put our team member to manage it and finish it with proper report every year. With KPI, we could manage our target (or customer target/request), our quality of work, and finally it will end up gaining good result from customer.

While deciding the questioner to measure customer satisfaction must be very specific about the silent features of product and services. Customer must get an opportunity to reply a guided enquiry tools which can be corporate your product ultimate aim and objectives of services.

Customer satisfaction scores (CSAT), Net promoter score (NPS), Customer churn, Monthly recurring revenue (MRR for SaaS and similar business) are few metrics that could be deployed and reported to stakeholders. This could be shared at segment and channel (as they may have different characteristics) on a monthly or quarterly process depending on the business. The analysis is equally important to identify improvement areas. For example, a customer may give a high CSAT but his comments may carry a message of dissatisfaction which can be picked up by sentiment analysis. The various touch points data was collected can help pinpoint areas to improve like experience of sale, product selection, service resolution and response etc. Happy Scoring!

Highlight success stories and actionable improvements to stakeholders for informed decision-making. Regular reporting showcases progress and commitment to enhancing customer experience.

Customer complaints are powerful to book attend and assure thereafter with feedback. Here the key is to target response and resolution time frames and let the customers know and then achieve that much or better.

Proper data should be collected and managed, yearly. Meaning that we should manage our own data, even before customer provide the survey/report by end of year. Why? Because we will never know how the result is. Just in case that we receive "unfair" result from customer, and we don't record any evidence, so it might be a problem for our company. On the other hand, when our record is ready, we don't have to be afraid of anything.

"Soft data" should included also to dataset analysis. When customer opinion is changing, Hard data .Ay not yet indicate possible change.

One thing I have found helpful, is to track repeat business and new business. This method is applied when surveys are not completed.

Provide comprehensive reports highlighting key metrics like customer satisfaction, response times, and issue resolution rates.

Data to be collected must be reliable and not fake as actions will be taken according to the analysis of these data. People should know how valuable is their data they record in their daily forms to help the company in analysis and improvement

After receiving customer satisfaction survey/result, it's always better to discuss with team member and end up with creating "communicative slides" for stakeholders, that could show clearly the result. Infographics are needed, so stakeholders are not boring to see text and number in the same way.

First of all a well designed methodological customer satisfaction report is essential. This report should consist some data based comments about current case and future projections. Secondly, the subject reports prepared by service or comodity suppliers should guarantee impartiality and objectivity. Thirdly, only surveys or questionaries applied on customers are not effective and not enough. More techniques should be applied to get more precise data about customer satisfaction.

Customer satisfaction reporting to stakeholders is an important part of keeping them up to date on your company's performance and success. To effectively report on customer satisfaction, you must first identify the key stakeholders involved in customer satisfaction. Then, select customer satisfaction metrics that are relevant to the goals and objectives of your company. Determine your level of satisfaction and write a detailed report outlining your accomplishments and challenges. Highlight areas where customer satisfaction has increased, as well as any initiatives or strategies that have contributed to the positive outcomes.

Customer satisfaction should be the main company objective for any service or product. Data collection and analysis will give relevant indications for the necessary actions to improve the quality of products and services in order to keep customers and attract new ones. The company's strategy must always be focused on the customer and not on the competition. If the client's requirements are different, the processing methods will be aligned with them. Customer standards must be communicated within the organization and maintained throughout the process. Improving customer satisfaction it is a continuously process and challenge; besides the root analysis and actions, the people mentality and know how it is also a factor to be considered.

After getting precise and concrete customer satisfaction report execution comitte and ceo should make proper decision. This important task is under top management's responsinility. Then, all related branches should prepare and act their action plans based on top management's strategic decisions.

I fully agree with this, gathering feedback is of utmost importance as it gives customers and stakeholders (internal and external) the assurance that the feedback (both positive and negative) is both appreciated and highly valued. This feedback should then be translated and correlated into immediate actionable strategies with visible rather than implied efforts to indicate improvement.

Yes, sure, all feedbacks should be collected , analysed and reported consistently. As a part if continuous improvement activity, this will strenghen the quality management system in respect of customer satisfaction. On the other hand, this will help to build up a strong communication and identity between company and customers.

The article is well articulated. It covers major areas of customers satisfaction. However. A robust customer satisfaction policy must contain a properly implemented customers' complaint management. Surveys usually need time to gather data and the responses can be used in long term planning but complaints cannot wait long, it has to be dealth with. Something I have worked with is immediately logging the complaints; calling all personnel/units with responsibilities regarding such complaints; establishing the root cause; reaching out to other stakeholders (the management) with advise on correction; reaching out to the customers regarding how it is being corrected and when that will be completed; establishing a corrective action to prevent ...

Service and commodity providers, companies, institutions should predict customer's future needs or demands. Current case customers satisfaction reports actually not only for present, but also for future satisfaction.