Duncan Pattinson Business Transformation
Duncan Pattinson Business Transformation

Customer Satisfaction

Customer Satisfaction is the measure of the degree of satisfaction provided by the goods or services of a company as measured by the number of repeat customers.

DP Business Transformation understands that your customer experience is paramount when managing your business and provides a tailored solution using an Interim Manager to enhance your company’s engagement with your customers.

Ratings can have powerful effects

Within organisations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers’ expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction.

Willingness to recommend a brand

A second important metric related to satisfaction is willingness to recommend. This metric is defined as ‘the percentage of surveyed customers who indicate that they would recommend a brand to friends’. When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.

Satisfied customers boost company morale

Everyone in business enjoys satisfied customers and it boosts morale. Reporting this and managing it ensures that staff are aligned in a business. Their hard work isn’t going unnoticed. In other words, as a metric it keeps everyone working as a team. Some fantastic initiatives from your employees can be obtained by focusing on customer satisfaction. Everyone makes a difference.

Your team should say...

If we don’t take care of our customers — somebody else will!