Customer Satisfaction

Customer Satisfaction

 

Recommend a friend

 

 

 

 

 

 

 

We take customer satisfaction seriously and after our measure what you manage & manage what you measure blog we thought we had better practice what we preach. So as it’s the end of another busy year we decided to ask our partner clients just how well we’ve done. We used survey monkey and an accredited set of questions to make our customer satisfaction survey official. The survey was sent to every client we have worked with to date and we received a credible 60% response rate (well it was Christmas after all).

 

The results blew us away, so we’ll summarise below:-

Overall, how satisfied or dissatisfied are you with our company?

Satisfied = 100%

Which of the following words would you use to describe our products?

Reliable = 83.33%

High quality = 91.67%

Useful = 25.00%

Unique = 8.33%

Good value for money = 75.00%

How well do our products meet your needs?

Extremely well = 75.00%

Very well = 25.00%

How would you rate the quality of our products?

Very high quality = 66.67%

High quality = 33.33%

How would you rate the value for money of our products?

Excellent = 58.33%

Above average = 33.33%

Average = 8.33%

How responsive have we been to your questions or concerns about our products?

Extremely responsive = 50.00%

Very responsive = 41.67%

Not applicable = 8.33%

How long have you been a customer of our company?

This is my first purchase = 16.67%

Less than six months = 16.67%

Six months to a year = 8.33%

1 - 2 years = 41.67%

3 or more years = 16.67%

How likely are you to purchase any of our products again?

Extremely likely = 58.33%

Very likely = 41.67%

How likely is it that you would recommend this company to a friend or colleague?

Promoters = 100%

 

We take this data very seriously and will be using it to improve in identified areas, the 40% of clients who did not respond is our first priority, what are their feelings? Were they just too busy to respond? In truth, we’ve already started this process, demonstrating we do practice what we preach.

To us the fact that 100% of our clients are satisfied and would recommend us to others makes the job worthwhile and encouragement that we are delivering what we promise “For great value & good honest values, we’re Spot On”. Customer satisfaction for 2015 was good, 2016 will be better!

Manage what you measure & measure what you manage

Manage what you measure & measure what you manage

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In this world of KPI and endless spreadsheets it’s sometimes difficult to produce meaningful data, or in reality act upon the data you are producing.

There is no point in producing beautiful spreadsheets if you don’t understand the data, or simply ignore the information being recorded.

Likewise the reverse is also true, there is no point being busy in business if you cannot quantify the results you are achieving, objectively not subjectively.

You have to be careful not to micro manage and measure everything, a top line overview could be far more beneficial than drilling down to the very last point. Balance time to record and manage, verse effort and cost.

Make sure you always ask the most important question:-

‘How will we know we have achieved the desired result?’

Agree a measurement so you know if / when the goal is reached. Once you hit a predefined level you have achieved the goal and have success, this should be based around ROI Return On Investment).

All this sounds simple and forgive me if I’m teaching granny to suck eggs but I have worked with a blue chip retailer who did not have the facility to record DM (Direct Mail) voucher codes and therefore could not measure success or failure.

I also worked with a different blue chip retailer who only noticed, when they had a postal strike, how effective his DM was at driving traffic to the web. The DM was not delivered and the web figures did not have the usual spike. This shows online was recording data and not managing it, while offline was not measuring success.

To recap