Why conduct a customer satisfaction survey?
- To gain insight into what your customers think and feel about your company.
- Customer Satisfaction Surveys are most effective when used as part of a customer satisfaction program that has a system in place for managing the results from a customer satisfaction survey.
- Analysis of the results can identify specific areas for improvement, also known as priorities for improvement (PFI). These can be seen visually in the form of a gap analysis.
- By investing in customer satisfaction you are investing in future business. Satisfied customers can go on to promote your company (much cheaper than advertising!).
- Customer Satisfaction is an indicator for success.
- Competitive Advantage.
- Best Practice.¹
- To meet ISO 9000 requirements
- A standardised survey can be used in comparative analysis and to calculate a customer satisfaction index (CSI) for trend analysis and benchmarking
¹ See Aberdeen Reports on Best Practise