Consumers today have endless choices about when, how, and where to shop or buy their products and services. Acknowledging your hard-won customers and knowing their needs is key to satisfy them and keep them coming back to purchase from you. Customer Satisfaction ensures us also future healthy business.
The one who never asks will not expand his horizon of knowledge says an old saying which my grandmother always used to tell.
In other ways we could see, if you don’t ask what your clients love, how shall you know? We all know by now that gaining new customers is a costly and time-consuming process. While retaining is in most of the cases underestimated in efforts and this is why we lose them out of our eye side.
What is more logic than asking your existing customer the ultimate questions? Which is why customer satisfaction surveys are so important, no matter if you run an online e-commerce store or any other type of business.
The question might stay open, what can you ask in a survey?
The infographic below from customer experience and automation platform Nextiva points out a few areas that can benefit from customer input.
Surveys can bring light into the actuals of your organization’s customer service, how satisfied your customers are and identify the area of improvements.
88% of customers will quit doing business with a company because of bad customer service, this is why we need to capture customer satisfaction through surveys.
Your first customer touchpoint is maybe your website experience, a survey can help you to improve your online presence. If the web content is not optimized, 79% of users will search for an antoher site to complete the task.
Key areas of improvements are product shipping and warranty related questions. 91% of unsatisfied customers will never work with the company again.
Customer loyalty is priceless, we know it costs 6-7 times less to retain a loyal customer than attract a new one.
Marketing is a critical topic and can easily lead to an annoying situation. So it is important to understand which is the preferred communication channel of your loyal customer. 9 out of 10 customers say that access to multiple types of content is somewhat or very important.
Learn more about the questions you can ask and give you the right insides. Have success with knowing your clients and structure the right campaign insides with knowing what your audience wants.