A high level of customer satisfaction is a business goal for every brand and a key to its success. If you’re reading this article, it means you probably agree with this statement, and you are looking for tips on how to improve customer satisfaction.
Customer satisfaction affects your business revenue. Low customer satisfaction levels mean your retention rates are likely to be low, too. According to a book titled Marketing Metrics, businesses have a 60-70% chance of selling to an existing customer while the likelihood of selling to a new customer is only 5-20%.
Turn customer feedback into action: Now that you know what your customers want, it’s time to turn their feedback into action. For example, if a customer said your onboarding sessions are not helpful, it’s worth working with your team to improve them.
Improve your product or service: You should constantly strive to improve your product or service based on customer feedback. For instance, if the customer requests features you can’t yet deliver, always update them on the progress. This lets you keep customer satisfaction levels high.
Follow up with your customers: Have you made an improvement based on what your customer has told you? Follow up with the customer to let them know about it. Keeping your customers in the loop shows that your business values customer feedback.
So, improving customer satisfaction comes down to gathering customer feedback and then acting on it. But, you might be wondering what practical steps you can take today that will bring you closer to your goals. As a customer-centric company, here is what we suggest:
Offer multi-channel support
Make collecting feedback a company process
Measure customer satisfaction regularly
Ask for feedback across all touchpoints
Actively ask customers for feedback
Share feedback across all your teams
Reply to all feedback
Act on complaints and negative reviews
Offer multi-channel support
The easier your customers can contact you, the higher your customer satisfaction levels. To offer multi-channel support, you need to be where your customers are.
Consumers use various channels and devices to make purchases. That’s why it’s worth having a presence to cover any channels your customers use. These channels include:
Live chat support
Social media support
In short, what’s the one biggest benefit of multi-channel support? You can engage your customers over their preferred method of communication. So ensure that you offer top-quality support across all the channels. This lets you boost brand credibility as well as your customer satisfaction.
Don’t know how happy your customers are with the support you offer? Try sending them this free, ready-to-use survey to find out:
Who knows better what your customers want than the customers themselves?
Customer feedback is one of the most powerful resources your business can have. It’s a clear indicator of how pleased your customers are with your brand, services, and products. Above all, customer feedback indicates what your customer satisfaction levels are.
It’s no surprise, then, those customer-centric companies are 60% more profitable than companies that don’t focus on customers. Here’s one easy, 2-step recipe to become a customer-centric company:
Collect customer feedback through surveys using different channels.
If you want to launch a new feature, it’s worth asking your customers what their expectations are. It’s a great way to make sure the new feature will meet their needs. This, in turn, allows you to boost customer satisfaction levels.
Share feedback across all your teams
Let’s face it, customer feedback is useless if it goes unheard. That’s why analyzing and responding to customer feedback should be a company-wide effort.
If a piece of feedback concerns mobile application bugs, it’s best addressed by the product team.
But what if a customer complains about your recent social media campaign? Then it’s your marketing team that needs to respond.
The more, the merrier. That is, the more people in your company collaborate on customer feedback, the higher your customer satisfaction.
Sometimes you even need to get the management involved. For example, imagine a customer made a custom feature request. It turns your product roadmap upside down. To ship the new feature for the customer, you need the approval of your management. So the higher-ups in your company will read the feedback before they approve the feature.
In other words, you need to pass each piece of feedback to the right team.
If a customer is happy, you can capitalize on it. For example, by getting more positive reviews, case studies, or testimonials.
But why is this important? 88% of consumers trust user reviews as much as personal recommendations. So building social proof can encourage potential clients to buy from you.
And if a consumer is upset, you should try to find out what makes them unhappy. You can then improve your product or services and reduce the likelihood of churn.
What to do when you get new feedback? If it’s negative, make sure to apologize to the customer. In high-risk cases, you can even offer compensation. Here’s a sample response to negative customer feedback:
Hi John, Thanks for taking the time to rate us and thanks for the honest feedback! We’re sorry to hear about [insert the reason the customer is unhappy here]. Please rest assured we’ve passed on your comments to the right team. They’ll be fixing things up very soon. Your feedback will help us improve! Is there anything we can do to make up for the bad experience you’ve had with us? Please let us know how we can help.
On the other hand, if the feedback is positive, try asking the customer a favor. Some people need a little encouragement to leave you a positive review or a testimonial.
Above all, the least you can do is thank the customer for taking the time to answer your survey. Because following up on customer feedback is a surefire way to increase customer satisfaction.
Here are some more customer satisfaction tips about how to handle customer feedback:
Customers appreciate it when you acknowledge you hear their voices.
When you turn feedback into action, it helps you drive loyalty in your existing customers.
Customers who have a positive experience with your brand can become your brand advocates
Replying to customer feedback can only boost your customer satisfaction levels. Think of it this way. If you devoted 10 minutes of your time to answer a survey, would you want the company to follow up with you or not?
So treat complaints and negative reviews as an opportunity. It’s a chance to build closer relationships with your customers. Here are some tips to help you:
Always contact the customer directly after they’ve left you a negative review
Try to fix their issue and update them on the progress
Reply to negative reviews on review sites on one condition. Only when you’re sure it won’t trigger an even more emotional response from the customer and harm your business
Keep track of the reviews your customers are leaving
Let your customers know you’ve acknowledged and resolved their complaint
Those tips will help you improve your customer satisfaction levels. Why? More than two-thirds of users trust reviews more when they are a mix of negatives and positives.
As a result, negative reviews won’t kill your business if you respond to them well.
Boost customer satisfaction with surveys
Customer satisfaction is the pillar of your company's success. Although you won't be able to improve it overnight, the tips we shared in this article offer practical and actionable ways to get started on the journey today.
The best way to set about truly pleasing your customers is to find out what they think. This is made extremely easy with Survicate, which offers 400+ ready-to-use templates so you leave no stone unturned while collecting insights. With a 10-day free trial that comes with all Business plan features, you really cannot go wrong. If you haven't already, sign up for your free trial and start collecting actionable customer feedback!
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Hi there! As the Head of Content & SEO at Survicate, I'm in charge of planning and executing our content strategy. I make sure that our efforts align with the company's business goals, while always keeping an ear out for our tone of voice. I occasionally write articles for the Survicate blog to share some know-how I am gaining on the go. I'm always excited to hear from our audience and make improvements to our work. So please do not hesitate to reach out to me if you have anything to share!
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