In order to be successful business organizations thrive to retain existing customers and increase brand loyalty through various methods. However, keeping in touch with the customers and measuring the level of satisfaction is a challenging process for companies. Without measuring the level of customer satisfaction companies lose customers either due to the defective products or due to the treatment by employees. Tracking the customer satisfaction level in a consistent way can save reputation and maintain loyal customers.
A major challenge in measuring customer satisfaction is the difficulties encountered in responding to the customer satisfaction surveys. Most of the time customer service management professionals keep customers waiting on phone to take the survey after the problem is resolved. However in the case of online surveys the response through email and other means can be automatically updated to the database which can be used for analysis purpose. Conducting surveys during in store visit also create a poor user experience which can harm the reputation of the company.
Most measurement system concerning customer satisfaction involves assessment of product after purchase or evaluation done periodically as part of monitoring. Business reply envelopes are often supplied along with products to get opinions from customers which can be used as a benchmark for monitoring the service. This can help in correcting any problems associated with the product. Any customer not responding to the surveys can be sent promotional offers during the next visit.
Customer Relationship Management is also an effective way to manage a relationship with customers. Follow Up calls which are measured against a timeline helps in obtaining periodical data from existing customers. CRM also helps in spotting trends in products specifications and an opportunity to engage with customers. The data obtained from Customer Relationship Management system can be used for collectively analyzing the faults and problems with the products.d retention.