Customer Satisfaction

Are your customers satisfied?

The importance of knowing whether your customers are satisfied with the services you provide cannot be overlooked. Happy customers will be retained, they will recommend you to their friends and when things do go wrong will often be more forgiving.

Information
You need to know what customers think of your organisation. In general terms and a more detailed breakdown. The right information will enable you to make informed decisions,  change the way services are presented and make cost efficiency decisions.

What questions should be asked?
Firstly, the overall rating for the service or organisation. This is important to understand the customers feeling towards the organisation. Just as it is important to rate an individual service it is often the case that a poor expectation will always result in a poor response to further questioning. This is why it is important to focus on overall good expectations that highlight poor results in the detailed questions.

Customer Comments
Wherever possible the customer should have the ability to leave comments, be it verbally or written. This is particularly useful where the customer has an issue which has not been addressed in the survey structure.

What to look for in the results :
Measure of customer expectations
Measure of customer perceptions
Identify gaps between the expectations and the perceptions
Identify priorities for the improvement Monitor performance overtime

What should be measured?
We need to focus on how your organisation is performing and identifying the areas it can be improved. This is gathered at an overall level (the organisation as a whole) and a detailed level.

How should satisfaction be measured?
In working out what questions to ask at a detailed level we need to view your organisation from the customers point of view. What is important to them? We will work with you to create a list of important questions and how we can best go about gathering this information without turning the experience into a long process for the customer.

Example Questions could include :

How likely or unlikely are you to use services from xxxxx again?

How likely or unlikely would you be to recommend xxxxx to a friend or colleague?