Many companies, especially those that provide IT assets Denmark Phone Number List, need to create a customer service department, called the help desk, that answers customers’ first questions. In addition, a specialized support sector, the service desk, must be on hand to solve any problem. Companies that communicate effectively with customers reduce the number of support issues and, consequently, can allocate resources that would otherwise be Denmark Phone Number List invested in this sector to more critical ones. With a higher level Denmark Phone Number List of satisfaction and customers properly educated to deal with products and services, the company can automate this first service through bots, for example, or enable self-service, which relieves the industry. How to measure the rate of satisfied customers? There are several ways to measure customer satisfaction. It is necessary that you know your company and see which of the models that we will present below best fit your needs and available tools. 1. Satisfaction surveys Understanding customer satisfaction within your own company is one of Denmark Phone Number List the possibilities. For this to be done, your customer service team must be prepared to talk to people, find out what are their biggest difficulties, their biggest challenges and their favorite products or services, and what can be improved in your business. This survey can be carried out from different communication channels, such as website chat, social networks, messaging applications, email or telephone. Answers should vary on a reduced scale (approximately 5) to facilitate the calculation, including Denmark Phone Number List questions such as: How do you rate your satisfaction with our product or service? Were your expectations fully met? How likely are you to buy our products again? Would you recommend this product or service to a friend or family member? Create a Likert scale and assign higher values to positive responses. The greater the sum of the results, the better the customer satisfaction index.
NPS (Net Promoter Score)
NPS is a type of online satisfaction survey, carried out through specialized platforms Denmark Phone Number List . This type of assessment uses a grading system, from 1 to 10, to measure the overall satisfaction of customers and to point out how likely they are to refer your business to a friend or family member. The grades are divided between: detractors (0 to 6): are dissatisfied consumers who negatively affect your brand through negative “word of mouth”. Denmark Phone Number List They tell of their bad experience in the company’s channels of contact with the public and may discourage other customers; neutral (7 and 8): customers are satisfied with the experiences provided by the company, but are very susceptible to offers and deals from their company’s competitors; promoters (9 and 10): they are loyal customers who will continue with the brand, make purchases and recommend it to others. The company may design a short questionnaire, but the main question should be: how likely are you to recommend the brand to anyone? The results in the NPS are more understandable because the answers are less influenced by the customer’s mood, unlike the satisfaction surveys, which aim to assess the emotion during an action performed Denmark Phone Number List (support service or acquisition of a good or service), not the intention. To calculate the NPS score, it is necessary to remove the number of promoters from the total detractors before dividing by the number of respondents. The result must be multiplied by 100.
Email questionnaires
Email questionnaires are also a way of working the Denmark Phone Number List satisfaction survey. But for that, you need to have a good base of responding customers, who are already familiar with receiving newsletters, for example. Make sure you’ve produced content with a call to action (CTA) that really drives customer engagement through this channel. Shoot the shots and, in return, offer compensation for the time allowed to complete the questionnaire, such as discounts, points in the Denmark Phone Number List company’s loyalty program, gifts or cashback on a next purchase. 4. Research with specialized companies And, of course, there is always the possibility of carrying out research with the help of specialized companies. In this case, you need to find a trustworthy company that does a market study and captures the perception of customers and prospects in relation to your business and your brand. In addition, the responsible team needs to point out issues that require improvements and actions that can be leveraged to improve Denmark Phone Number List the customer satisfaction index. 5. Social media metrics Social networks are a very important channel for the company’s contact with the public, something essential in corporate strategies in the context of digital transformation. Digital Marketing makes it easier to monitor the company’s results, especially in relation to the engagement of users with the brand and the customer satisfaction index, precisely because it generates more data for analysis. Despite this, some KPIs are vanity metrics. Therefore, the method of analysis must be carefully chosen so as not to show one thing and, in reality, to be quite another. For example, through comments it is possible to analyze customer conversations about the brand, but the assessment must be individual and thorough Denmark Phone Number List . Mentions are also another interesting way to track results, and there are many tools you can use for this: Mention, BuzzSumo, Google Alerts, Google Analytics, TweetDeck, Quintly and Instamizer, for example.
