How to improve your Customer Satisfaction scores
Prioritise employee satisfaction
If your employees find work a struggle, then boosting those customer satisfaction scores is going to be a slog. Happy employees, on the other hand, go a long way towards getting your levels up, so make sure you let them know they’re appreciated.
Things like employee of the month programmes, rewards and even a simple ‘thank you’ here and there can give their roles real value and motivate them to go the extra mile in their roles.
Create a customer-centric culture
Plenty of businesses make it a point to put customers at the heart of everything they do. If you claim to do the same, then you need to make sure you’re walking the walk.
Before making big decisions, putting new processes in place, or designing new products, ask yourself how this might affect or impact your customers.
Offer multi-channel support
Between email, live chat, social media and phone support, everyone has their preferred way of getting in touch with you. Put simply, customers aren’t going to be happy if they have to contact you through a method they don’t like using.
But by offering the best possible support across all channels, you can give customers the option to engage with you in ways they prefer.
Make feedback collection a company process
Part of making your culture customer-centric is focusing on customer feedback. By leaning on what they have to say about you, you’ll have a wealth of insights into your brand, services, and products which you can use as a measure of their satisfaction. And as if that wasn’t good enough, customer-centric companies are 60% more profitable than those who forego focusing on customers.
Put customer feedback at the forefront of your processes by collecting it through surveys across each of the channels you use – and then act on the feedback.
Ask for feedback proactively
If you’re playing the waiting game with customer feedback, then you could be waiting for some time. It’s far better to take a proactive approach by asking them to leave feedback wherever you can.
If they purchased something from you, then ask them how they found the experience. Or if you’re launching a new feature, then ask your customers what they expect from it.
By aligning expectations with function, you can ensure greater success when the feature launches. Plus, your customers will be glad you’ve asked for their insights.