How to increase your customer satisfaction with these 10 helpful methods
It is essential to measure and improve the customer satisfaction of your customers.
If your customers are satisfied, they will keep doing business with your organization. Having a measurement of customer satisfaction in place gives you insight into how well you are doing. You gain insight and it enables you to do a check if, how and where you need to make improvements.
Furthermore, if you do it right, you can reuse the quotes from the reviews in your marketing communication. You can improve your FAQ on your website, which improves your service, and you can respond quickly if a customer is dissatisfied. After all, a complaint is also an opportunity. Furthermore, it can also motivate your staff to see that their actions are having a positive effect.
We find these 10 customer experience tools and software helpful for measuring and improving customer satisfaction. Check them out for yourself or try them out.
1. The Net Promoter Score (NPS)
The Net Promoter Score (NPS) indicates to what extent your customers are ambassadors. After all, your regular customers could be your ambassadors for your company, if they are very satisfied. They will come back and are satisfied with your service. You can measure that, by asking a Net Promoter question. With a scale of 1-10 you measure the extent to which people recommend your organization to friends. Activate, for example, via Hotjar Polls. Find an example here.
The Customer Effort Score (CES)
The customer is trying to do things to reach goals. Those are called ‘jobs to be done’. If you can make it as effortless or easy you will really help your customers. So make it easy. Less screens to rumble through, easy to understand language, clear communication, simple steps, keep it hassle free. Think: ‘don’t make me think”.
You can place for example an interaction block with every action or customer touchpoint, whether “it was easy for the customer to perform the action”. This is called the Customer Effort Score. It turns out, that the easier it is to do business with your company (the customer experience), the more satisfied your customers are.
2. Surveys (with Surveymonkey)
A good tool goes a little deeper into customer insights. It often requires a somewhat deeper research approach , such as better determining the research question and the goal. A simple survey with 10 questions, which you think are important, is often made quite easily. (your research agency will tell you). They’ve been around for over 10 years now, so they’ve made their software quite right. Think tools like Surveymonkey, Google Forms, or Typeform. You can even expand with SpSS if you are a research professional.
3. Reviews (Google)
To increase your SEO score and get stars for your Google My Business profile, you can turn on Google reviews. This will give you a link with which your customers can score your business. Having reviews to show greatly enhances customer trust.
Reviews (Kiyoh or Trustpilot)
This is sometimes a bit expensive, but Kiyoh works very well. This provides a great deal of insight and guidance for the customer, and it works well. What works very well is taking screenshots of the reviews, and physically printing them out and hanging them up in the office. This way your staff can be extra motivated.
Ranking interactions (with Ratecard)
4. Voting system by customer (Trello)
This is not often done, but it can offer great and new opportunities for customer improvement. Open your Agile development deck to your customers (or your marketing and sales to do list) and let them score your roadmap of “things to do” by directly voting. For example, they can vote or “vote” on what must be made in the development / roadmap. In this way your customers select what can be further developed.
This is customer-oriented work. This requires a somewhat more “open” approach to your improvement process. Your marketing / product development roadmap is then immediately checked / assessed by your customers, so that the priorities are tested again.
5. Social media
Track social media responses
6. Look for search volume on questions and create a FAQ
7. Creating a Persona
8. Rank your projects on customer value
9. Get out of the building. Phone your customers. Ask them directly.
10. Print the customer reviews and put them on the office wall
Tip: print out the customer reviews and hang them in the office. This way everyone can see what customers really think.
Are you already applying these 10 customer satisfaction measurement tools within your organization?