What is customer satisfaction analysis?
Customer satisfaction analysis uses data collected through a survey or questionnaire to identify behavior that leads to happy or unfortunate customers. Through the analysis of customer satisfaction, companies could find out trends causing dissatisfaction and implement changes to maintain current customers. Surveys analysis can also reveal the impact on profit and provide the basis for improvement. Information from customer satisfaction analysis could determine individual employees or departments and assessment of the percentage of content customers.
In order to be useful, the survey itself should be created to provide statistical data for analysis. Management can define the objectives of the survey and devise methods to compare the results. A detailed questionnaire could increase this information more meaningful during customer satisfaction analysis. Customer comments can provide further information to identify trends in satisfaction or dissatisfaction.
ExperienceThe business people usually realize that recruiting new customers costs more than to maintain existing clients. Customer satisfaction analysis could identify weaknesses in operation or products that customers take away. This information could be used to change employees' behavior, causing the customer's anxiety. Exploring the results of the survey can give managers insight into customers' opinions.
loyal customers tend to buy more and send recommendations to the company or brand. One bad experience could be a potential loss of future business, especially if poisoned customers spread their dissatisfaction through social media on the Internet. Customer satisfaction analysis could determine the sources of negative perception. Data can also identify areas that customers perceive positively.
Rate to maintain the customer and their impact on profits wouldThey could be calculated in graphs to provide a visual image based on a percentage. These figures could reveal trends in dissatisfaction and correlate data with customer loyalty. The degree of customers can also be compared with the estimated level of competitors, monitored over time.
Detection from customer satisfaction can help management to develop action plans to solve weakness and identify people responsible for improving statistics. Frequent evaluation of the process usually keeps it on the right path. A subsequent survey may indicate whether the effort has brought the intended results.
Some companies contact every unfortunate customer in a customer survey analysis. They could offer a product discount in the hope of keeping the client. The management can also inform the customer of any changes arising from the data extracted from the questionnaire. This effort could reduce the spread of dissatisfaction with a wider audience.