WHY IS CUSTOMER SATISFACTION IMPORTANT?

Customer satisfaction is defined as a measurement that determines how products or services provided by a company meet customer expectations. Customer satisfaction is one of the most important indicators of consumer purchase intentions and loyalty.

High-standard customer service can win your clients’ hearts and make you recognizable within your target group. Nowadays when social media plays such an important role in making decisions it’s crucial to keep an eye on the quality of customer service you provide. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products.

1. A Loyal Customer is a treasure you should keep and hide from the world

Some research says that it is 6-7 times more expensive to acquire a new customer than it is to keep a current one. On average, loyal customers are worth up to 10 times as much as their first purchase.

2. They can stop being your clients in a heartbeat

Is not rocket science, nowadays clients easily switch their love brands. It is often caused by terrible customer service. Clients waiting for ages to get feedback or comment from a brand? Unacceptable!

3. It’s (all) about the money, too

It shouldn’t be surprising, but customer satisfaction is also reflected in your revenue. Customers’ opinion and feelings about the brand can affect, in both positive and negative ways, the essential metrics – such as the number of mentions and repeated transactions, and also customer lifetime value or customer churn.

Happy customers won’t look at your competitor’s offers – they will happily interact with your brand again, make a purchase and recommend the product further. 

4. Customer satisfaction is a factor that helps you stand out of the competition.

Your competitive rivals are just waiting for you to make a wrong move. What is more, they can often play the role of an instigator. 

5. Great customer experience can take your brand places

The importance of customer experience should never be neglected. You should consider it especially while planning your marketing and positioning campaigns. Satisfied customers are more likely to share your content across social media.

They will also more keenly interact with your posts, leaving some delightful and admirable comments.

One of the most effective methods of collecting customer feedback to improve customer satisfaction is surveys. There’s one of the core benefits of running all surveys targeted at customers – understand them better.