Customer satisfaction: how to measure and improve the indicators

Measure the customer satisfaction Not an easy task for the entrepreneur. Every consumer has their own characteristics that directly intervene in a purchasing process. Among them are personal, educational, psychological and even social characteristics. So how do you measure these indicators and how do you improve the shopping experience and customer satisfaction?

Digital marketing can measure customer satisfaction

According to WebpresarioPRO’s Director of Marketing and Products, Christiam Alvarado, who online questionnaires sent to customers after a purchase is one of the most common ways to measure their satisfaction. In it, the consumer answers questions about the shopping experience and the entrepreneur can use the answers to work on the weak points found.

Evaluate discussion forums such as social media, also allows the creation of a table of pre-sale and post-sale opinions. “If your business isn’t hitting the numbers you want, the first thing to do is analyze customer satisfaction. You might find some surprises,” explains Alvarado.

Four tips to increase customer satisfaction

To avoid unpleasant surprises in the next reviews and increase customer satisfaction indicators, follow these tips:

understand the customer

For example, before conducting customer satisfaction research, it is important to understand who your customer is. know yours expectations and your needs. The first step is to map this and then go through different stages.

fix the problems

If you are used to receiving same complaints from different customers and you spend a lot of time answering and solving these doubts, maybe it’s time to fix the problems that bother consumers.

In an article published in Impact Learning, business strategist and marketer Joanna Jones explains that if you follow customers frequently, your chances of finding one decrease Pattern they gain weight. “Take a close look at what aspects of your service or product are making your customers uncomfortable and find a solution,” he recommends.

Get customer feedback

The best companies constantly receive feedback from their customers. Still, in an article published on the Client Heartbeat blog, marketer Ross Beard warns that just listening isn’t enough: you have to be willing to get better your processes and create an optimal customer experience.

Keep the company culture in focus

Before optimizing processes by only thinking about the customer, analyze that initiatives must start from within. For Beard, customer satisfaction begins when employees, associates and even directors get involved inner culture which is then sent to the end user.