The importance of customer satisfaction is also not limited to just physical locations and face-to-face interaction with customers. When more and more companies are serving their customers online, measuring customer satisfaction in online environments is all the more important.
Unfortunately, getting reliable information about customer satisfaction is not an easy task. Maybe the customer does not have the time or just isn’t interested in giving feedback. Or perhaps the customer thinks that giving feedback about their experience is a boring and time-consuming process. However, with the right tools and methods, measuring customer satisfaction is possible in a fun and engaging manner.
What is customer satisfaction?
Before you begin tracking how satisfied your customers are, let’s start with the basics. So what is customer satisfaction? Customer satisfaction–sometimes called CSAT in short–refers to how satisfied a customer is with a service or product.
Customers have certain expectations and customer satisfaction measures how well those expectations are met. If the service or product a customer receives does not match their expectations, their level of customer satisfaction is low. By exceeding the customer’s expectations you can ensure good customer satisfaction.
Companies are interested in customer satisfaction for a good reason: a happy customer is more likely to return and continue being a customer. In other words, great customer satisfaction translates into loyalty. In the best-case scenario, a happy customer recommends a product or service to their friends and family. This kind of customer advocacy is a good sign that you are doing things right and your customers are satisfied. On top of that, acquiring new customers is more expensive than retaining existing ones, so keeping your current customers happy is a way to reduce costs.
Although price does play a role in choices made by a customer, what many customers are looking for is a great experience. If their level of satisfaction is high, customers are willing to pay more for a product or service that others are offering for less. Not surprisingly, many companies place great value on improving customer satisfaction. You can track the level of customer satisfaction and how it develops in many ways.
What do smiley face surveys say about customer satisfaction?
Smiley face surveys are exceptionally useful for collecting information about customer satisfaction. Their simplicity makes smiley faces welcoming and intuitive to use. After all, customer satisfaction is based on how the customer feels about a product or service they have received. Smiley faces are good at boiling down these emotions into a few simple icons.
Not only should you consider what and how to ask about customers’ level of satisfaction, it is also important to ask about it at the right time and place. A physical Smiley Touch or a digital solution on a website is much more effective in capturing the customer’s feelings than a normal survey sent to them later.
If a customer receives a survey asking how satisfied they were with a service or product days or weeks later, they most likely have forgotten or cannot be bothered to answer. Instant feedback is a much better way to engage customers and capture their emotions as they feel them.
Measure customer satisfaction with HappyOrNot
HappyOrNot makes collecting customer feedback and measuring customer emotions easy. With HappyOrNot you can catch customers at the right time and in the right place. Cover all touchpoints to see how you can improve your customers’ experience and level of satisfaction from start to finish. Whether you’re operating in retail, healthcare or the service industry, HappyOrNot has the right solution for you and your customers.
Customer satisfaction surveys that are presented just as customers are leaving a physical retail store, browsing through a website or paying for a service are much more effective than regular surveys. By covering all touchpoints with HappyOrNot, you can ask customers for feedback at the right time, as they have the experience fresh in mind and can answer truthfully. On top of that, the smiley face rating system allows customers to give feedback in an instant and with minimal effort.
The method of collecting feedback about customer satisfaction with smiley faces makes giving feedback anonymous for customers. By remaining anonymous, customers are more willing to give feedback and you can gain valuable insights even from many of those who normally would not want to answer. Anonymous customer feedback allows your customers to be as truthful and honest as possible. This way you can improve the overall customer experience and continue to make your customers happy.