CUSTOMER SATISFACTION
CUSTOMER SATISFACTION
Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or change its products and services.
An organization’s main focus must be to satisfy its customers.
This applies to industrial firms, retail and wholesale businesses, government bodies, service companies, nonprofit organizations, and every subgroup within an organization.
There are two important questions to ask when establishing customer satisfaction:
- Who are the customers?
- What does it take to satisfy them?
Good testimonials from customers are signs that your business is moving towards the right path. However, just receiving positive feedback is not the only KPI to measure the level of customer satisfaction.
High customer satisfaction is a business priority for any brand and the key to success. These are some of the ways of ensuring and enhancing customer satisfaction in the software development industry.
Know your customer
It’s worth knowing about your customers a little more — not only in terms of CRM and tracking their activities but also in terms of their personal side. During some special occasions in their life, you may surprise them with a customized note or product.
Understanding Customers’ Expectations
The first thing to consider which makes the customer happy — is to understand what business problem they want to solve or ease using the software — and measure whether the activities that contribute to success are achieved.
Software Value
Highlighting how your software can offer the best features and usability that other software of the same category doesn’t — makes an impact on customer satisfaction.
Quality Assurance
Credible information about the real quality of the company’s services and products helps manage production processes flexibly, monitoring and solving problem cases, and avoiding the same errors in the future.
Impeccable quality assurance in a software development company results in the following advantages:
- A customer willingly accepts the outcome of the developers’ work.
- A software services provider deals with no complaints on the quality of a product and services.
- There is no need to spend additional resources to correct mistakes that appear after a software/system launch.
It feels exceptional for any individual or customer when a CEO, VP, or C-levels exec themselves sits or takes up a project status meeting online. So if you’re in a big company, it doesn’t have to be the CEO, but within your organization, it needs to be somebody in a fairly good position.
When any high authority shows interest in the customer’s project — it tells your customer that this project is essential to you, and your company wants to make sure that they’re performing to customer’s expectations.
90% of customers regard an “immediate” response as crucial or very important when they have a customer service problem. 60% of customers label “immediate” as 10 minutes or less.