Customer satisfaction lies at the base of the success of any business. It not only leads to retention of the existing customers but also calls forth n...
Customer satisfaction lies at the base of the success of any business. It not only leads to retention of the existing customers but also calls forth new customers.
The survival and sustenance of companies in the market amidst heightened competition is possible only by being customer centric. This can be ensured only by exhaustive survey of the customer behavior and their preferences. Customer surveys come in handy for this purpose. Customer satisfaction surveys give an insight on factors that widen the customer base .It does so by making customers feel important and desirable .It gives an indication that the company constantly strives towards making customers happier and contented with their products and the services.
Customer satisfaction surveys have to be focused and start with outlining the main objectives. This readily gives an idea of the questions to be asked. Once the objectives are realized, it is advisable to figure out the ways in which the responses of the survey will be analyzed. Close-ended questions are preferable as in the case of open-ended questions. The customers have the option of writing any way he/she likes which might make their responses ambiguous.
While the primary aim of customer surveys can be to achieve feedback of customers with respect to the products and the services of the company, the supplementary aims are to promote business and also to familiarize customers about certain positive traits or aspects of company. This can have a positive bearing on the marketability of the products and services of a company in particular and prospects of the company in general.
Customer satisfaction surveys have to have questions, the responses to which can highlight the problem areas, which render other companies a competitive edge over it. The questions can be pertaining to the effectiveness of the communication techniques and manners used, convenience of location, suitability of products and services with respect to the demographics.
The survey responses can be critically evaluated to find out the areas where the company needs to focus on. Effective strategies can be made in accordance with the feedback. The strategies can be put to test again for further improvement, by way of the surveys. Thus customer surveys are an important tool to gather customer information, which in turn has an effect on the company's performance, and it's positioning in the market.
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