Apr, 2016 : 6 Ways To Accurately Measure Customer Satisfaction

📅 April 27, 2016 - Wondering how satisfied your customers really are? If you're not getting regular feedback from your customers, it can be hard to tell exactly how they feel about your business. Is there anything you're doing wrong? Something you're doing really right?

Asking customers to answer surveys and questionnaires often turns up a scant amount of responses, so what are some other ways to accurately measure customer satisfaction?

Here are 6 ideas to help you start measuring your customers' level of satisfaction.

6 Ways to Measure Customer Satisfaction

1. Track exit rates – Exit rates are different from bounce rates–which measure the percentage of visitors that navigate away from your website after viewing a single page. The bounce rate is based only on sessions that start and end with that page. Exit rates measure the percentage of visitors that view a particular web page, including sessions that started with other pages (unlike bounce rates).

2. Read the reviews – Don't let ignorance be bliss for your business. Google your company to find reviews on sites like Yelp and read what your customers are saying about you. Set up an account so you can reply and engage with the site visitors. It's a great way to represent your brand and reinforce your values and emphasis on customer satisfaction.

3. Give and take – Customers don't always want to take the time to fill out a survey for a company when they get nothing in return. It's a simple cost-benefit analysis, and to tip the odds in your favor, you need to add some weight to the benefit side. Enter survey respondents into a special contest or offer promo or discount codes to get more responses and better results.

4. Record for quality purposes – The phone might be where most of your customer service takes place, so it's important that you monitor the customer service exchanges. It's common to hear the following recording at the start of a phone call with a business: “This call is being recorded for quality purposes.” You must let customers know that calls are being monitored. Keeping track of phone calls enables you to listen in on customer service interactions and hear how your employees handle a variety of call circumstances.

5. Net Promoter Score – Your Net Promoter Score is valuable when you measure customer satisfaction. Using a scale of 1-10, you ask customers how likely they would be to recommend your business to others. To measure your NPS, subtract the percentage of all survey respondents who said they were likely to recommend your brand from the percentage of respondents who said they were not likely to recommend your brand. The resulting score is your NPS.

6. Set up alerts – Use web alerts to notify you when someone mentions your business online. You might try related keywords to alert you when people use specific phrases that are key to your business. For example, a graphic design company might set up an alert for social media posts that include the phrase “Looking for a graphic designer” in order to reach out to anyone posting about a graphic designer search.