Customer satisfaction is the level of satisfaction of an individual when making a purchase or using a service.
Customer satisfaction is a notion that refers to the person's level of compliance when making a purchase or using a service . Logic indicates that the greater the satisfaction, the greater the likelihood that the customer will buy again or contract services at the same establishment.
It should be noted that the action of satisfying or being satisfied is known as satisfaction . The term can refer to satisfying an appetite, compensating for a demand, paying what is owed, undoing a grievance or rewarding a merit.
Customer , on the other hand, is the person who makes a certain payment and accesses a product or service . The client, therefore, can be a user (who uses a service), a buyer (the subject who purchases a product) or a consumer (the person who consumes a service or product).
What is customer satisfaction
It is possible to define customer satisfaction as the level of an individual's mood that results from the comparison between the perceived performance of the product or service with his or her expectations.
This means that the objective of keeping the customer satisfied is essential for any company . Marketers claim that it is easier and cheaper to re-sell something to a repeat customer than to acquire a new customer.
Customer satisfaction can be linked to customer opinion.
The importance of information
The benefits of customer satisfaction are numerous: a satisfied customer is loyal to the company, tends to buy again and communicates their positive experiences in their environment. It is important, therefore, to monitor customer expectations periodically so that the company is updated in its offer and provides what the buyer is looking for.
To do this, many companies take advantage of the resources that the Internet offers them, especially surveys via email or in some section of the corporate site, such as the user control panel. There are several ways to approach this collection of information about the customer experience, and one of them is to ask them a series of questions immediately after having provided them with a service or having concluded a transaction.
On the other hand, it is also very common for large companies to maintain a relationship with their customers through email messages, to inform them about new promotions and products, and to periodically invite them to participate in "spontaneous" surveys to find out their degree of satisfaction. In some cases, they also offer them a reward for the inconvenience, such as a bonus for a small amount of money or points (depending on the system used) to consume in their online store.
Different resources to achieve customer satisfaction
There are companies that choose to establish a close bond with their customers, and to do so they use familiar language when addressing them, as if it were a conversation between friends that happens once in a while, in which the most recent offers are discussed. . Part of this strategy is using catchy phrases for your ads; For example: saying "If you don't listen to me, you'll regret it," instead of "Unbelievable prices." It is clear that this type of communication does not please everyone.
Another resource that many companies use is to give a small birthday gift to their customers, similar to the bonuses mentioned above. They do not usually represent considerable savings, nor is it expected that anyone will be moved by a tactic clearly coldly evaluated and executed by a group of marketing experts; However, many find it useful to get 2 for 1 on movie tickets , or 50 cumulative points that can be exchanged for exclusive products.
Finally, it is important to highlight that not only must a customer satisfaction system be planned, but there must also be a customer service, either by telephone or through the Internet, to receive complaints and suggestions , which will help detect failures in the strategy, in order to improve it.