Do You Know which Customer Satisfaction Questions to Ask?
As a business, you understand the importance of customer satisfaction. But do you know how to gauge it?
Most companies struggle with the intricacies of customer support. They have a general sense of whether or not their base of customers is satisfied, but they’re unable to produce more detailed data. Yet this is a major problem. Being intricately familiar with your customers’ assessment of your company is vital.
To change this dilemma, companies need to start actively reaching out to customers. Ask them the sorts of questions that shed light on their issues and give you insights on important topics. At the end of a support session, ask your customer if they would recommend your services to a friend. More importantly, have them quantify the quality of your support with a number. Then, use that number to see exactly where your customer service satisfaction stands.
Without competent customer support, you will never be able to improve on your customer retention or acquisition. To that end, it’s time start analyzing your support processes, if you aren’t already. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.
With only lagging metrics in their toolset, customer success leaders can’t really drive strategy at the executive level. Here’s Chris Hicken, former president at UserTesting, on how to change that.