To build a user-centric product you need to take care of user satisfaction. It is necessary to fulfill the requirements and expectations of the users, even more, important than adding new features to your product.
A satisfied user gets connected to the product emotionally then they are more tend to organically promote your product. A word-of-mouth promotion works better than any other type of marketing channel.
If the customer’s experience with your product is not good or satisfactory then the user will not use your product and also recommend others not to use it.
Customer satisfaction is not just related to your product, service, or other offerings but the entire experience.
It becomes really essential to maintain higher customer satisfaction for higher Return Of Investment of your product or service, and decrease churn rate.
But how do you know whether the service or product that you’re offering is matching your customer’s satisfaction or not?
To answer this question you first need to determine what metrics matter to your business and how to accurately track and calculate them.
In this article, we will deep dive into customer satisfaction and look at the Why, what, and how —
- Why do we need to take care of customer satisfaction?
- How to determine Customer Satisfaction for your business?
- What are the benefits of customer satisfaction?
Why do we need to take care of customer satisfaction?
Simply because your customer is going to use it and if they stop using your product then your product is just a piece of crap that no one wanted.
Customer satisfaction is the soul of your business. Your growth depends on it.
No matter whether your service is best on plan but if your service or product is not a good experience for the user then your business will suffer.
How to determine customer satisfaction for your business?
Customer satisfaction is a way to determine whether the customer is liking your product and whether the product is solving the problem that the customer is facing.
Customer satisfaction is the extraction of the entire user experience or customer journey which might include:
- User first interaction with your product or service.
- Navigation. Which determines how fast a new user learns and gets familiar with your product or service.
- Pre and post-support.
It is not limited to the above but is very common in most cases. You need to figure out all the touchpoints on the customer journey, from initial discovery to conversion to support.
Customer experience reflects and brings your attention to where your company is doing it right and what is the thing that needs improvements. It is very important for you to take care of these things as they can put a negative impact on your business in terms of sales and brand image.
Ask your customers the right questions at the right time to gather important insights. There is no one size fits all type of metric in customer satisfaction.
There are multiple ways. You just need to focus on what are the things that are causing bottlenecks and how to solve them for the customers for higher satisfaction.
A customer satisfaction score or CSAT is a way to measure your customer satisfaction level. You get the score by collecting customer feedback on your product and process.
How do you measure CSAT (Customer satisfaction score)?
Do a customer satisfaction survey and ask your users to rate their experience on a scale of 1-5 or 1-10 where 1 is very unsatisfied performance and the highest number is very satisfactory.
There are more things that you need to take care of like NPS or Net Promoter Score.
What is Net Promoter Score?
NPS or Net Promoter Score is a way to measure how likely your customer or user will recommend your company or product to others.
Net promoter score can be measured every similar to customer satisfaction score by asking your customers certain questions.
When Is NPS or Net promoter Score is useful?
NPS helps you determine and anticipate the impact of your product, measure customer loyalty, and check the status of word-of-mouth marketing.
What are the benefits of customer satisfaction?
In simpler terms, when your customer is happy, you and your business will flourish.
A highly satisfied customer can
- do frequent purchases
- Promote your product through word of mouth
- Advocate your product on social media and other online channels
- Help you to find the shortfalls in your product and to make it better.
Your efforts will directly impact your customers’ experience with your product. You need to focus on maximizing pleasure and satisfaction.
