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Customer satisfaction how and what: Customer satisfaction improvement tips (9x)

Written on: 2 March 2023
SpangenbergGroup.co.uk. Outsource customer service | Optimise customer service | Improve customer contact

Customer satisfaction improvement tips

We have listed 9 simple customer satisfaction improvement tips for you to boost your customer satisfaction. Customer satisfaction is a key indicator of customer focus. Measuring customer satisfaction and continuously improving it should be standard in every company. To get started quickly on improving customer satisfaction, we have listed 9 customer satisfaction improvement tips based on our years of experience:

Improve customer satisfaction Tip 1: Start at the beginning

We start the list customer satisfaction improvement tips with where everything starts, the beginning. Forget the standard questionnaire and start at the beginning: why do you want to improve customer satisfaction and are you really ready to change things? Yes? Then go for it. Don't start working on customer satisfaction if you are not prepared to actually address the outcomes of a survey. Customer satisfaction is not an end, it is a means to acquire new customers and retain existing ones.

Tip 2: From the outside in

View customer satisfaction as a means of looking at your own service through your customer's eyes. That means not measuring what you think is important to your customers, but measuring what your customers actually care about.

Tip 3: Measuring customer satisfaction is customer contact

Don't think of measuring customer satisfaction as a standalone survey, but give it a place in the whole customer experience. Make sure the contact you have with your customers while measuring satisfaction is a positive experience.

Tip 4: Keep it simple

When measuring customer satisfaction, we tend to ask for as much as possible. Scripts, sampling, representativeness, reports and so on. Stick to the core: really engage with your customers. Ask 3 to at most 5 open-ended questions on topics that you know, based on preliminary research, are important to your customers. Customer satisfaction improvement Tips are also sometimes simple.

Tip 5: Take into account different target segments

Often, measuring customer satisfaction becomes difficult if no distinction is made between different target group segments. Analyse your customers and see if groups can be identified that have similar needs. This gives you the opportunity to tailor your service to each target group segment, allowing you to best meet customer needs. Customer satisfaction improvement Tip about target groups is an important one though otherwise you might start comparing the wrong things.

Tip 6: Measure continuously

An annual customer satisfaction survey among a large proportion of your customers or a small-scale survey every month among a small selection of your customers. Always opt for the latter. Create an ongoing customer feedback loop. An ongoing customer feedback loop allows you to notice changes immediately. You can feed the organisation continuous input and you can turn it into an ongoing measurement and improvement loop.

Tip 7: Start improving immediately

As soon as the first results are in, you can start making improvements. A good study gives you input that you can start working with immediately. Start all possible improvement processes as soon as possible. You can get started quickly with these results, while the more complex changes require more time. Start immediately with both these first results and the complex changes so that you will immediately reap the benefits of your improvements in the next measurement.

Tip 8: Quantify and share successes

A very important Customer Satisfaction Improvement Tip! A customer satisfaction survey costs money, at least if you use it incorrectly. A well-designed and executed survey will yield more than it costs. The moment you can better align business processes with your customer experience, the knife will always cut both ways: (1) customer satisfaction increases and (2) because the processes run better, you spend less time correcting things that go wrong. Quantify what the improvements deliver and share those successes with your organisation.

Tip 9: Have fun

Really improving customer satisfaction is fun. You often see that improvements can be made surprisingly easily. Especially with a simple approach where you just ask customers a few questions. We have carried out projects where we went from an average rating of 6.4 to an 8 in 3 months. If, as an organisation, you really have the will to improve customer satisfaction, you can get started easily and quickly, results are seen quickly and then it is also fun to be involved.

So far, 9 quick Customer Satisfaction Improvement Tips to quickly get started on customer satisfaction yourself. Need help? Then get in touch with us!

Who are we?

We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch. 

With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.

Also with other questions about customer contact and customer service you can always contact with us!

Just worry-free very good customer service?

Get in touch, we'd love to check it out with you!

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