Customer feedback is always one of the most crucial aspects of any business. If you are employed in customer service, you want to ensure that your client’s requirements are fulfilled by your products or services. Instead of assuming that all customer requirements have been fulfilled, you should check the data associated with it.
For those who don’t know what is customer satisfaction score, it is a customer metric that gives you an idea about the customer sentiment. Through this score, you will be able to understand your product’s or service’s reputation in the eyes of the public. If the contentment with your brand is high, so will your satisfaction score. It is used to display how the customers regard your services or products. As the metric is qualitative, it is a beneficial key performance indicator (KPI) which you can use for tracking purposes.
Importance of Satisfaction Score
The customer score is vital for several reasons. Firstly, as we have mentioned above, you will have an analysis of the data, which reflects whether your customers are happy with your brand or not. If you believe that the score should be higher than your expectation, you can look into the areas of your website for improvement. If your score is equivalent to your expectation, you can use it as part of your marketing procedure. For further elaboration, we have shared more substantial reasons why you should consider a satisfaction score for the welfare of your business.
1. Customer Lifecycle Moments
CSAT can associate customer satisfaction surveys or questionnaires with the critical aspects of customer experience. This approach lets you associate your customer’s insights with business questions and look into the importance of key moments, such as user boarding.
Image taken from Strikingly
If we talk about Strikingly, you can use Google Form to create a survey or a questionnaire directly on your website. The best time to conduct a study is when a vital customer lifecycle is completed. For example, if you can include a survey at the end of the user boarding process, it will gather important feedback about improving that process. Therefore, by taking customers’ opinions into account, you can have an excellent customer satisfaction score.
2. Customer Support
If you can conduct customer satisfaction surveys on a rolling basis, you can evolve your customer feedback. You cannot just keep relying on customer feedback for an extended period. The best professionals do not make the same mistakes, but they make new mistakes. Therefore, it is essential to look into the latest customer feedback as well.
To ensure that, you can chat your way to more customers. This will enable you to have more than a handful of opinions on the table, which you can use to identify your strengths and weaknesses. Moreover, you can measure customer satisfaction support directly after providing customer support. You can use it when you measure customer satisfaction scores. For example, when a customer finishes reading a blog, you can include a question before he leaves your website to understand whether your blog was influential or not.
Summing it up, you can use surveys or questionnaires at any point where you feel that you need to measure customer sentiment. For example, you can include it during the sales process while using your product or after the customer finishes reading your content.
However, when you ask these questions during the customer’s ongoing experience, their feelings about your website are still under the skin. Therefore, their answers may skew towards their immediate experience and reaction. Hence, even though you shouldn’t disregard it, it shouldn’t be taken as an insight into the overall experience of your website.
Tips to Improve Satisfaction Score
As you know about the importance of customer satisfaction scores, you must integrate this score as part of your working plan. If you understand why customers have issues with your brands, you must focus on resolving them before failing to retain your customers. For your further understanding, we have highlighted some of the tips you can use to improve your satisfaction score.
1. Responsive to Issues
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As you are responsible for managing customer messages, you must check if a customer is not satisfied with your services or products. It could be that he had left a message on one of your social media channels, and you didn’t respond to it. By having this mindset, you will never have a meaningful customer satisfaction score.
Regardless of what you think about the customer’s question, do not sit on it at all costs. If you have this kind of approach, you will disregard customer care. To improve your CSAT score, you must show professionalism and focus on resolving escalating issues.
2. Support on Social Media Channels
Image taken from Strikingly User’s Website
If you can do social media integration, it makes it easy for your customers to voice complaints or ask questions related to your products or services. When you measure customer satisfaction score, you must take the public perspective into account as well. If you don’t, then prepare yourself to be disappointed with your satisfaction score.
You must have a professional email address and a dedicated social media channel associated with customer support. If you can differentiate between the calls for support with calls for general complaints, it will make it easier for your brand to be more responsive. Strikingly can help you in terms of integrating social media platforms on your website. We help you to embed social media icons in the form of images as per your prescribed design. If you want a high customer score, you simply cannot ignore the power of social media.
3. Identify Customer Conversations
If your brand is active on social media, it is the best thing to happen for your business in terms of social media marketing. This will enable you to visualize multiple social networks and look into the daily conversations revolving around your brand. When you see those conversations, you must respond to them appropriately, even if you are not tagged.
If you see the conversations, it is totally upon you in terms of how you approach them. However, the best professionals never disregard their critics. They always support healthy criticism, which is why their CSAT score is always very high. If you want to make sure that your customer satisfaction score follows the same wavelength, you must be able to resist criticisms effectively.
4. Customer Care Plan
As the word itself shows, a customer care plan is a process in which you look after your customers. When you calculate customer satisfaction score, you cannot expect a healthy scoreline if you do not have an ideal customer care plan. It gives a clear message as to how you can interact with customers and resolve their issues.
While the customer care plan has a strong association with relationship marketing, it goes beyond facts and figures to work out well. At times, there could be a specific action to help the customer. Your prime focus is to understand the relations between the customer and the business owner.
5. SMS Marketing
Image taken from Strikingly User’s Website
Lastly, when you calculate customer satisfaction scores, you cannot ignore the importance of SMS messaging. SMS marketing is a huge part of any business marketing strategy. Whenever you open an eCommerce website, you will see a window pop up on the bottom right side of your screen, in which the website owner welcomes you to his/her platform and asks you for help. Through SMS marketing, your brand itself collaborates with your customer in the form of text messages. In elevating the customer score, the customer can visualize the customer service reps, enabling them to be taken care of promptly.
Strikingly is one of those platforms that is a strong advocate of SMS marketing. We ensure that you integrate the contact sign-up form on your website. By doing it, you can collect phone numbers or email addresses from your site visitors.
Understanding the importance of customer satisfaction scores is something that only the highly-acknowledged businessmen do. When you are determined to take your business seriously, you would like to give the best customer service at every opportunity. You don’t just limit yourself to your business rules and regulations, but you focus on extending support way beyond your scope.
Image taken from Strikingly
This is one of the reasons why Strikingly is an outstanding asset when it comes to website building. We are always determined to ensure that your customers regard you highly. We provide the website owners with a required set of tools and features that tick all the boxes regarding customers’ needs. The provided features make you understand the significance of data security, website performance, layouts, and custom preferences. The most significant benefit you can get is live chat support. Regardless of you are our customer or want to become one, we always give our best to resolve your inquiries in the best possible way.
At the end of the day, the opinion of your customer must always be regarded highly. That’s exactly what we do at Strikingly. If you want to experience the sort of customer service that we are promising, create your account today and look into it.