Why Tools Used to Measure Customer Satisfaction are Important
Does your company currently measure customer satisfaction? If so, how accurate and time consuming are your measurements? With so many different touchpoints factoring into customer satisfaction, from ticket response time to NPS (Net Promoter Score) and everything in between, getting actionable information in a timely way can be a challenge.
This doesn’t mean you should take the easy way out when it comes to measuring customer satisfaction. It’s a vital metric that can directly impact the bottom line and success of any business. These reasons are why more companies seek out a customer satisfaction measurement tool. They simply need to get a better understanding of customer sentiment and need an efficient way of doing so.
Here are a few reasons why these measurement tools are becoming increasingly more popular with companies:
- It’s easier to see customer satisfaction at a glance. Companies have been calculating customer satisfaction as an attempt to manage customer expectations for decades. Ever filled out a star rating card at a restaurant about the food and service? That’s a direct piece of customer satisfaction feedback you’re providing! In modern business though, companies can track and analyze hundreds of online reviews in minutes instead of counting ratings by hand like in years past.
- Their accurate measurement encourages proactive communication. A customer satisfaction measurement tool is about more than just getting customer ratings and reviews in real time. These solutions provide accurate information because no human error is involved. Knowing this information is relevant and without errors empowers employees to reach out to customers proactively if they see satisfaction declining.
- Timely reactions to low measurement scores boost customer retention. As a support professional, you know the importance of calming angry customers. These immediate and necessary conversations are a key piece in a broader customer retention strategy. By leveraging the information you get from measuring customer satisfaction in real-time via a tool or solution, modern businesses can step in to stop a customer from churning before it’s too late.
- Constant monitoring lets you pinpoint drops in satisfaction. With real-time customer distress monitoring, it’s easy to see exactly what is causing a dip in satisfaction. For example, if 50% of customers that interacted with a specific agent last month had their satisfaction decline after the conversation ended, you should at agent workflows. The information will be useful in coaching and counseling sessions with that agent because you have data to back up your concerns. Another problem may be a faulty software feature that is causing a lot of tickets and dissatisfaction with your product. Again, you can provide specific information to the product development team; by seeing trends it will help them find the source of the glitch.
Implementing a customer satisfaction measurement tool into your business operations will help you to save time and money. You’ll have a better idea of when you need to talk to customers to reduce churn and what variables (such as an agent or feature) are causing satisfaction scores to drop. Customer satisfaction exists in many forms, so it’s important you’re able to capture as much information as possible in a customer satisfaction tool for real-time measurement and monitoring.