How to increase customer satisfaction survey scores
Posted: Thu Dec 05, 2024 5:35 am
Customer satisfaction has become a main priority for businesses over the past few years. With customers being at the core of every business, it’s important to continuously improve your products and services to meet their needs so you can increase customer satisfaction survey scores.
Improving your customer service and experience is not only beneficial to your customers, but to your business as well. In a recent survey we conducted in the UK and France, 54% of consumers said they would purchase more from a brand they had a positive experience with.
To better understand what customer satisfaction is and how to increase customer satisfaction survey scores, we’ve highlighted nine ways to improve your customer service experience below.
What is customer satisfaction?
Customer satisfaction is the result of how well your products or services meet or exceed customer expectations. It can be hard to track, measure, and improve. The most common way to keep track of how happy your customers are is to collect feedback through surveys and polls. However, although this will give you an idea of how well (or not so well) you’re meeting your customers’ needs, it’s important to focus on the factors that influence this number in order to improve it.
Over the last few years, the emphasis has been put on customer service, in addition to the quality of products or solutions, as the main factors that increase customer satisfaction survey scores. A large differentiating factor in customer service can be communication. Having the right channels and tools to communicate efficiently and effectively can be what separates a brand with good customer satisfaction from a brand with great customer satisfaction.
9 Ways to increase customer satisfaction survey scores
With the ongoing global events we’re experiencing today, customer expectations continue to soar.
Out of the 4,000 consumers we surveyed in the UK and France, 21% said they developed higher expectations from customer service teams during lockdown – and 33% said they will have higher expectations once lockdown has been lifted. Most customer pain points when it comes to customer service experiences are centered around waiting to speak to customer service teams and having limited ways to reach them.
Here are nine ways you can improve your customer service experience and increase customer satisfaction survey scores:
1. Tune into your customer’s journey
Your customer’s journey isn’t linear, so it’s important to have the right channels at each stage to make it easy for customers to reach you. Setting up chat options on your website, on Google search, and within your app to answer any questions they might have along the way is a simple yet effective way to increase your customer satisfaction survey scores.
To take it one step further, ask your customers what their channel job seekers database preferences are. You can do this at checkout by giving them tick-box options to choose from or when they subscribe to your newsletter or service. Then, take note of this and use it to build a customer experience tailored to their needs.
2. Provide omnichannel support
Your customers are everywhere – and you should be too. It’s not enough to restart the same conversation in different channels. In fact, 20% of UK consumers find repeating details to customer service teams the most annoying when it comes to their experience. Now, customers expect you to continue the conversation from one channel to another. This means if they’ve already enquired about a product or service through live chat on your website, they expect you to have that information ready when you reach out to them on WhatsApp later.
Setting up a cloud contact center can make this easier for you. Keeping your channels connected in one space gives your agents access to relevant information without switching between tabs and tools, which also helps them provide support faster.
Improving your customer service and experience is not only beneficial to your customers, but to your business as well. In a recent survey we conducted in the UK and France, 54% of consumers said they would purchase more from a brand they had a positive experience with.
To better understand what customer satisfaction is and how to increase customer satisfaction survey scores, we’ve highlighted nine ways to improve your customer service experience below.
What is customer satisfaction?
Customer satisfaction is the result of how well your products or services meet or exceed customer expectations. It can be hard to track, measure, and improve. The most common way to keep track of how happy your customers are is to collect feedback through surveys and polls. However, although this will give you an idea of how well (or not so well) you’re meeting your customers’ needs, it’s important to focus on the factors that influence this number in order to improve it.
Over the last few years, the emphasis has been put on customer service, in addition to the quality of products or solutions, as the main factors that increase customer satisfaction survey scores. A large differentiating factor in customer service can be communication. Having the right channels and tools to communicate efficiently and effectively can be what separates a brand with good customer satisfaction from a brand with great customer satisfaction.
9 Ways to increase customer satisfaction survey scores
With the ongoing global events we’re experiencing today, customer expectations continue to soar.
Out of the 4,000 consumers we surveyed in the UK and France, 21% said they developed higher expectations from customer service teams during lockdown – and 33% said they will have higher expectations once lockdown has been lifted. Most customer pain points when it comes to customer service experiences are centered around waiting to speak to customer service teams and having limited ways to reach them.
Here are nine ways you can improve your customer service experience and increase customer satisfaction survey scores:
1. Tune into your customer’s journey
Your customer’s journey isn’t linear, so it’s important to have the right channels at each stage to make it easy for customers to reach you. Setting up chat options on your website, on Google search, and within your app to answer any questions they might have along the way is a simple yet effective way to increase your customer satisfaction survey scores.
To take it one step further, ask your customers what their channel job seekers database preferences are. You can do this at checkout by giving them tick-box options to choose from or when they subscribe to your newsletter or service. Then, take note of this and use it to build a customer experience tailored to their needs.
2. Provide omnichannel support
Your customers are everywhere – and you should be too. It’s not enough to restart the same conversation in different channels. In fact, 20% of UK consumers find repeating details to customer service teams the most annoying when it comes to their experience. Now, customers expect you to continue the conversation from one channel to another. This means if they’ve already enquired about a product or service through live chat on your website, they expect you to have that information ready when you reach out to them on WhatsApp later.
Setting up a cloud contact center can make this easier for you. Keeping your channels connected in one space gives your agents access to relevant information without switching between tabs and tools, which also helps them provide support faster.