How can measuring the satisfaction of your customers be easy?
In an tough economy like this, everyone knows that customer satisfaction is vital. Just like you, your customers are reviewing every expense and questioning every long-standing decision. This means you must do everything possible to not lose your valuable paying clients. Studies show it costs 12 times more to win a new account than to maintain an existing one.
But in a down market like this one, the difference may be closer to fifty.
In theory, it should be easy to keep tabs on what your customers are thinking. You just have to ask them the right questions and then listen carefully to their responses.
However, the truth is that it just isn’t easy to pull off.
According to the legendary Jack Welch, you can’t improve what you don’t measure. However it’s equally true that you can’t improve if you go broke measuring!
The problem with measuring customer satisfaction resides in the measurement process. Invariably this process includes:
1. Design a great survey questionnaire.
2. Implement the actual survey instrument (a printed survey, a webpage)
3. Distribute the survey.
4. Get clients to fill out the survey (perhaps the hardest part).
5. Collect the filled out surveys.
6. Tabulate the responses in a useable format.
7. Analyze the survey results to make conclusions.
If you want to achieve results which are valid and can be used to improve your business, each step of this process must be done carefully and completely. That’s why the whole thing is so costly and difficult.
Fortunately there is an innovative new tool on the market, Gustometria, which can help you to reduce the time, effort and cost significantly. But even more importantly, Gustometria will help allow you to analyze the results and take action in realtime. Quite frankly, customer satisfaction measurement has never been so simple.
The Gustometria system, which permits you to easily and affordably track your customer satisfaction, guarantees four additional benefits:
1. You can adapt and change your surveys on the fly.
2. Integrate customer satisfaction measurement into your daily business processes. Since your customers are answering the survey right at the checkout counter, while waiting for their receipts, you will achieve excellent participation rates. The whole survey process usually takes about a minute, and it effectively demonstrates to your client how important his opinion is to your company.
3. You can react to detected problems immediately. Since you’re getting results back in realtime, once you detect a problem, you can design and implement a solution ” today. By tomorrow you’ll be confirming whether or not the improvement was effective.
4. You can get direct customer feedback in realtime. Not only does Gustometria allow you to do quantitative measurements, but it also opens the door to open ended direct customer feedback.
The truth of the matter is that Gustometria opens every corner of your business open for improvement. You can see what’s going on, even if you can’t be there.
Yes, measuring customer satisfaction can be easy. In fact it’s as easy as picking up the phone and calling Gustometria toll free at 1-877-448-7865.
If you would like to make a comment, please fill out the form below.
