Glossary
Customer satisfaction (CSAT)
contact center
customer experience
digital experience
If you're like most organizations, you always thrive to keep your customers satisfied. And why not? When at least 7 in 10 happy clients will recommend your brand and share a positive experience with six or more people, (Esteban Kolsky). That means the higher the customer satisfaction level, the higher the chances for your company's success.
What is Customer Satisfaction?
Customer satisfaction is a measure of how products and services offered by a company meet or surpass customer expectations. It involves gathering customer feedback about their feelings on different aspects of business, such as product quality, customer service, pricing, etc. Companies collect customer data to determine if they are meeting their customer's needs and improve their products and services.
Customer Satisfaction FAQS
Why is Customer Satisfaction Important?
Customer satisfaction is important for several reasons, including but not limited to:
- Loyalty. Happy customers are more likely to stay loyal and make repeat purchases, increasing the lifetime value of each customer.
- Brand growth. High levels of customer satisfaction can lead to increased customer referrals and help build positive word-of-mouth for your business.
- Market insights. Customer feedback can help inform product development and identify areas where your products or services need improvement.
What are the 3 Major Areas of Customer Satisfaction?
The three major areas of customer satisfaction are perceived quality, perceived value, and perceived service. Here's a closer look:
- Perceived Quality: Refers to the customer's opinion of the quality of a product or service.
- Perceived Value: How customers feel about the cost-benefit of purchasing an item or service.
- Perceived Service: The satisfaction level that customers feel about their interactions with company representatives and customer service teams.
What are the 5 Ps of Customer Satisfaction?
The 5 Ps of customer satisfaction are product, price, place, promotion, and people.
- Product is the tangible good or service a company offers, and it encompasses features, design, quality, brand, and packaging.
- Price refers to the value customers perceive when they purchase an item and how competitive it is compared to other offerings in the market.
- Place relates to how products get distributed and accessed by consumers.
- Promotion includes any marketing efforts by the company, including advertising, public relations, and sales promotions.
- People refer to customer experience and interactions with customer service representatives.
What are the Four Types of Customer Satisfaction Surveys?
As mentioned, surveys are the most common method for measuring customer satisfaction. Below are the four primary types of surveys:
- Net Promoter Score (NPS): This method measures satisfaction rates by asking customers how likely they are to recommend your product or service.
- Customer Satisfaction Score (CSAT): This survey measures satisfaction by asking customers how satisfied they are with their experience.
- Customer Effort Score (CES): These surveys evaluate how easily customers can navigate the customer service process and how much effort they have to put into it.
- Product-Market Fit (PMF): If you create a product or service that meets a market's needs by delighting its customers, it will be apparent through the PMF scores.
What is the Difference Between Customer Value and Customer Satisfaction?
Customer value refers to the perceived worth of a product or service from the customer's perspective. It is measured by how much customers are willing to pay for it, and considers factors such as quality, performance, and pricing.
Conversely, customer satisfaction is customers' emotional response towards a product or service, including their level of contentment with its features and usage.
What are Some Examples of Customer Satisfaction?
An example of customer satisfaction is when a company follows through on its promises. This could be delivering a product within the promised timeframe or honoring an advertised discount. Here are a few more examples:
- Provide great products and services. Another example is when a business offers high-quality products or services that exceed customers' expectations.
- Offer friendly customer service. Customers also appreciate when businesses are friendly and accommodating to their needs.
- Deliver a great user experience. Customers having a smooth and enjoyable experience with the product or service also raises satisfaction levels. This includes having easy-to-use digital interfaces, self-service options, and helpful customer support.
Boost Your Customer Satisfaction Levels With Medallia
Medallia is a powerful customer experience management platform that helps you measure, understand and improve customer satisfaction. With Medallia, you can monitor customer feedback across multiple channels, identify trends in customer sentiment, and use those insights to drive better business decisions. Our software also empowers teams to access real-time intelligence about their customers and proactively address any issues before they become bigger problems. So why wait? Contact us today to learn more!
Other Terms Related To Customer Satisfaction
