Service Excellence Group
How to Use Client Satisfaction Surveys to Inspire Customer Delight

Are you delighting your customers? In today’s economy, your consumers are watching their every dollar and their decision on where to spend that dollar is looming. This means your customer retention strategy should go beyond simply satisfying your customers. – To enhance the brand loyalty factor you, you must ultimately delight them.

Think about some of the most popular brands in the world: Apple, Starbucks, Ritz-Carlton, Coca-Cola, Nike, Disney. What to do all of these brands have in common? They know what pleases their customers and they consistently seek to not only provide what their customers want, but to give their customers goods and services that they can get excited about. And, the delivery of these goods and services is with the focus on the client, not the company.

So, how do you know if you are delighting your customers? You will never know if you don’t ask. Gathering customer feedback is not a difficult process when you use the right tools. One tool that is very effective in gauging how your customers feel is the use of client satisfaction surveys.

These user satisfaction surveys can be delivered in a variety of ways, but Interactive Computer Response (ICR) Programs offer you a quick and cost effective means of finding out how your customers feel. ICR Programs are delivered online, and can be customized with your company colors, logo, and incentives. Your patrons can easily access your ICR user satisfaction surveys on their smartphones, so opinions about your business are registered instantly.

Then, once your customers complete the satisfaction surveys, you can straightforwardly review the data and apply the results to your customer retention strategy. The competition never sleeps, and neither should your customer feedback methodology. An effective customer retention strategy provides an ongoing pipeline of customer feedback data How are you ensuring you delight your customers? We’d love to know in the comments.