Customer expectations regarding service perception
Posted: Sat Dec 21, 2024 4:59 am
“Did our service meet your expectations?”
Once the purchase is complete, this involves asking customers a set of questions to gather feedback . Here, your customers are asked to rate the important points of your services on a scale of “ strongly agree ” to “ disagree .”
This indicator greatly helps to identify the strengths and weaknesses of your services and the points of friction that prevent you from accelerating your growth .
Customer satisfaction is deeply influenced by the perceived quality america cell phone number list of your services . A satisfied customer will repeat their experience with you.
By addressing customers directly, this guarantees that you improve your services and offer innovations that are more in line with the needs of your customers, but also of the market. It also guarantees that you always have a neat brand image , so you are ready to face the competition.
The churn rate
Organizations that do little or nothing to retain their current customers are helplessly watching a mass exodus of their customers to competitors who are willing to do anything to attract and retain them. This loss of customers has a name: attrition, or Churn in the original version.
Calculation of attrition rate:
Simply divide the number of customers lost by the total number of customers at the beginning of the given period, then multiply the result by 100 .
(number of customers lost / total number of customers over the period) X 100
It allows you to have a better vision of your customer satisfaction (or their dissatisfaction), of the retention strategy to put in place, and of the effectiveness of your acquisition and loyalty marketing campaigns.
And to reduce your attrition rate, that is to say: reduce the number of customers who leave you over a given period, you first need to know the number of customers who leave you. This seems obvious, yet without a CRM tool or an up-to-date customer file, few companies are able to give you the number without going through accounting.
All these indicators help you measure and better understand the satisfaction or dissatisfaction of your customers . Keep in mind that satisfied customers are more engaged , therefore more likely to repeat the purchase and become ambassadors of your brand . By implementing relevant methods based on the results of your analyses, you will be able to take care of your brand image while boosting your business. The good news is that you can easily automate this.
Once the purchase is complete, this involves asking customers a set of questions to gather feedback . Here, your customers are asked to rate the important points of your services on a scale of “ strongly agree ” to “ disagree .”
This indicator greatly helps to identify the strengths and weaknesses of your services and the points of friction that prevent you from accelerating your growth .
Customer satisfaction is deeply influenced by the perceived quality america cell phone number list of your services . A satisfied customer will repeat their experience with you.
By addressing customers directly, this guarantees that you improve your services and offer innovations that are more in line with the needs of your customers, but also of the market. It also guarantees that you always have a neat brand image , so you are ready to face the competition.
The churn rate
Organizations that do little or nothing to retain their current customers are helplessly watching a mass exodus of their customers to competitors who are willing to do anything to attract and retain them. This loss of customers has a name: attrition, or Churn in the original version.
Calculation of attrition rate:
Simply divide the number of customers lost by the total number of customers at the beginning of the given period, then multiply the result by 100 .
(number of customers lost / total number of customers over the period) X 100
It allows you to have a better vision of your customer satisfaction (or their dissatisfaction), of the retention strategy to put in place, and of the effectiveness of your acquisition and loyalty marketing campaigns.
And to reduce your attrition rate, that is to say: reduce the number of customers who leave you over a given period, you first need to know the number of customers who leave you. This seems obvious, yet without a CRM tool or an up-to-date customer file, few companies are able to give you the number without going through accounting.
All these indicators help you measure and better understand the satisfaction or dissatisfaction of your customers . Keep in mind that satisfied customers are more engaged , therefore more likely to repeat the purchase and become ambassadors of your brand . By implementing relevant methods based on the results of your analyses, you will be able to take care of your brand image while boosting your business. The good news is that you can easily automate this.