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Did you know that the majority of customers never voice their dissatisfaction about a product or service? Instead, they choose to never make a purchase again.
Most businesses know by now that along with quality, efficiency and reliability of customer retention is the key to success. In fact, the most successful organizations work to keep their current customers satisfied because it’s much more cost effective than finding a new customer base.
Why? Keeping your customers happy, builds brand loyalty and you’ll likely experience growth through word of mouth referrals.
Yes, by giving your customers a voice you can create and define your products or service that endure that it’s continually meeting their needs. Check out these five reasons why using survey software to create a customer satisfaction survey is essential for the expansion of your organization.
1. Areas for Improvement
Perhaps one of the biggest benefits of a customer satisfaction survey is that allows you to see what areas in your organization requires improvement. You can use an online survey software to generate a customer satisfaction survey that allows customers to detail they're buying experience.
2. Even loyal customers will leave if the service is unsatisfactory
Ever heard if the saying loyalty can't be bought it must be earned? There is so much truth packed into that statement. Of your most loyal customers will take their business elsewhere if you are no longer meeting their needs. A recent study revealed that businesses tend to lose about forty-five percent of they're buyers when the quality of they're customer service decreases or their products aren’t offering much value.
After all, there are numerous options available to consumers. So when you drop the ball best believe another company will benefit from your loss. A survey tool is a perfect way to measure customer satisfaction so that you can keep them coming back.
3. Aids in Brand Differentiation
What makes you different from your competitors? Quality customer service can set you apart from other brands. In fact, consumers are more likely to purchase products from organizations with great customer service.
4. Increase Customer Lifetime Value
A customer that is fully satisfied is bound to improve your business’s revenue. Customer lifetime value is an added benefit of high-quality customer service.
5. Reduces bad word of mouth
When customers have a horrible experience they are likely to spread the word about their negative experience. This can be by them leaving bad online reviews or through detrimental word of mouth to they're friends and family.
Now that you know these five benefits of conducting a customer satisfaction survey, it’s time to get the ball rolling in implementing one. Novi Survey offers you the software survey tools to get the job done, whether you would like to host the survey or us. With branding and logos built into your survey, you’ll also increase your marketing and brand recognition. Take a look at our Novi Survey demo to learn more.
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