Keeping customers is essential to every kind of business. From companies that offer oil change services to clothing stores that provide the latest fashions, it is essential that employers know what their customers like and do not like about the both products and services.
With the use of consumer satisfaction survey questions, a company can specifically target the areas that they most want to know about. They can find out if the floor staff is helpful, if the parking is adequate, if the restrooms are clean. Consumer satisfaction survey questions can help employees understand the things that work and the things that need to be improved. brand-building-facts-every-marketing-director-should-know” Title=”Customer satisfaction service, Professional market research firm”>Surveys can even be used to understand employee insights as well. Consider all of the reasons that companies might want to understand the intent and the opinions of both their employees and their customers:
- Making consumer satisfaction survey questions that are specific to a certain goal can provide measurable results to guide future planning sessions.
- A research study showed that it takes 12 positive experiences to make up for just one unresolved negative.
- You never want an unsatisfied customer to leave your business with an unresolved complaint. The fact that someone leaves angry means that they can do damage to your company’s reputation.
- It is six to seven times more expensive to acquire a new customer than it is to keep a current one.
- According to the Content Marketing Institute, 70% of consumers indicate that content marketing makes them feel closer to the sponsoring company.
- Strong consumer satisfaction survey questions can perfectly target the information that you are looking for.
- Keeping the current customers that you have is just as important as finding new customers.
- You need to realize that one unhappy customer with an unresolved issue can reach hundreds of people in a matter of minutes. Did you know, for instance, that 24% of American adults have posted reviews or comments online about the services or products they buy.
- Only 21% of the time do employees only ask for the customer?s name.
- Understanding your customers and clients can help you predict their future purchases.
- A typical business only hears from 4% of its dissatisfied customers.
- Queit, dissatisfied customers in the store can scream loudly through social media if they are unhappy when they leave your store.
- Unhappy customers are lost customers. In fact, 91% of unhappy customers will not willingly do business with you again.
- Estimates indicate that 58% of Americans perform online research about the services and products that they are considering purchasing.
- Surveys indicate that 80% of Americans agree smaller companies place a greater emphasis on customer service than large businesses.
- The latest research indicates that customer loyalty can be worth 10 times as much as a single purchase.
- In the last 12 months, 67% of customers have hung up the phone, frustrated because they could not talk to a real person.
- One immediate result of customer frustration is an aborted transaction. In fact, 78% of consumers have not made an intended purchase or have bailed on a transaction because of a poor service experience.
- Nearly 90% of U.S. consumers say they would pay more to ensure a customer experience that is superior.
