How to increase customer satisfaction with these 5 great tools
to measure and further increase your customer focus
It is essential to measure and improve the customer satisfaction of your customers. This gives you insight into how you are doing, whether your customers are satisfied, and what the response is to your service. You gain insight and it enables you to do a check if, how and where you need to make adjustments.
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, improving 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 good effect.
We find these customer experience tools useful for measuring and improving customer satisfaction. Check it out for yourself or try them out.
The NPS (Net Promoter Score)
The Net Promoter Score (NPS) indicates to what extent your customers are ambassadors. After all, your regular customers are your ambassadors for your company. 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.
and / or the CES: Customer effort score
You can place 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.
Surveymonkey / survey forms
A good tool to go a little deeper into the 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.
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.
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.
Trello – voting system by customer
This is not often done, but it can offer great and new opportunities. 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.
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 5 customer satisfaction measurement tools within your organization?