CUSTOMER SATISFACTION SURVEY
What is customer satisfaction?
What is its purpose?
Customer satisfaction refers to a customer's overall level of satisfaction with whether their experience with a product or service meets their expectations.
When customers' needs, requests, and expectations are fulfilled—or even surpassed—customer satisfaction occurs. This is a critical factor for the long-term success of the relationship between the customer and the company.
Why should we evaluate customer satisfaction?
For Loyalty and Repeat Purchases
Satisfied customers remain loyal to the company, increasing the likelihood of repeat purchases. This helps the company maintain steady revenue and expand its customer base.
To Improve Service Quality
Evaluating customer satisfaction helps identify areas where products or services need improvement. Feedback from customers serves as a valuable guide for business development.
For Crisis Management and Problem Resolution
Satisfaction evaluations allow potential issues to be identified early. This enables companies to handle customer complaints more effectively and prevent crises.
To Understand Customer Expectations
Regular assessments help better understand customer expectations. This, in turn, allows companies to provide a more personalized experience, increasing customer loyalty.
For Positive Image, Reputation and Recommendations
Satisfied customers provide positive feedback about the company and recommend it to others. This enhances the business's reputation and helps attract new customers organically.
To Gain Competitive Advantage
Customer satisfaction is a critical factor for standing out among competitors and becoming a preferred brand in the market. Customer-focused companies gain a competitive edge and stay ahead of other companies.
For Long-Term and Sustainable Profitability
Satisfied customers tend to spend more. Additionally, the reduced costs of acquiring new customers increase the long-term profitability of the company.
For Strategic Planning and Decision-Making
Satisfaction assessments guide strategic decisions for the company. Customer feedback informs which products or services should be prioritized.
How is customer satisfaction assessed?
It is possible to say that companies that conduct Customer Satisfaction Surveys are companies that listen to the demands, requests and voices of their customers and adopt a customer-oriented approach.
Most companies use traditional methods, asking customers predetermined survey questions via phone, mail, or sometimes face-to-face, then tallying the results with pen and paper or calculators and transferring them to Excel for analysis. Depending on the customer base size, this process can take up to 15 days.
Corporations using the MOERS Customer Satisfaction Survey send a link to customers through the system after customizing the questionnaire for the corporation. Once customers respond to the survey, the Customer Satisfaction Analysis results are uploaded online. Results can even be analyzed separately by sector or customer type. All provided analyses are supported with graphical representations. The time required for the Customer Satisfaction Survey is limited to a maximum of 1 hour.
In conclusion:
Evaluating customer satisfaction is vital for the sustainability and success of a company. It is crucial for survey questions to align with customer satisfaction criteria and KPIs. To accurately evaluate customer satisfaction, these criteria must be emphasized, and the analysis must be conducted accordingly.
The data obtained from these assessments forms the foundation for developing customer-centric strategies and supporting long-term growth. This not only strengthens relationships with existing customers but also makes it easier to attract new ones.