Do you know how your customers see your business? How satisfied are they with the product or service you provide and the way you do business?
Business owners are always looking for new ways to gauge customer satisfaction. There are so many methods to measure satisfaction that many get overwhelmed and end up doing nothing at all.
Don’t stick your head in the sand when it comes to customer satisfaction. Here are some ways to easily gauge customer satisfaction.
How to easily gauge customer satisfaction
Check those exit rates
Exit rates differ from bounce rates in one important way: Exit rates measure the percentage of your website visitors that view one or more of your webpages then leave, even if the session started on another page. Bounce rates only measure the rate of bounces, or exits, from a page if the view started and ended on that page.
Record your phone calls
Your phone calls are a great place to gauge customer satisfaction if you ever do business over the phone. You are required to let callers know when you are recording phone calls. The most common way to do it is by playing a recorded message for callers at the start of the call: “This call is being recorded for quality purposes.” Recorded calls do no good unless they’re also being reviewed, so make sure you take time to randomly sample and listen in on calls to see how satisfied your customers are with the service you provide.
Keep track of your reviews online
This is one case where ignorance is not bliss. Monitoring the comments and reviews posted about your company online is one of the best ways to gauge customer satisfaction. Most review sites supply a standard 5 star rating system, allowing customers to choose the rating that best fits their experience with your company. We recommend ConsumerAffairs as a place to start monitoring and getting more reviews.
Calculate your Net Promoter Score (NPS)
Your Net Promoter Score is easy to calculate if you’re willing to do a quick survey of your customers. Using a scale of 1-10, ask customers how likely they are to recommend your business to others. Once you’ve received your responses, sort them into two categories: Likely to recommend and not likely to recommend. Now, subtract the percentage of those who are likely to recommend your brand from the percentage who are not likely to recommend your brand. That number is your Net Promoter Score.
Start monitoring your brand online
Websites like Mention and SocialMention can help you monitor each mention your brand gets online, whether it’s in the form of a review, a comment, blog post, link to your website, social media mention, or another online source. You can set up alerts for keywords related to your company as well as your company or brand name.