The majority of companies believe that they give “superior” customer service, but that is in stark contrast to the only 8% of customers who say they’ve experienced that level of satisfaction in recent interactions.
Improving customer retention rates should be a major goal for most types of businesses. When your company is seeing high churn rates, you’re not just losing the revenue from those customers. You’ve spent a lot of time and resources on that customer, which is why in general it’s more expensive to acquire and onboard a new customer than to build upon an existing relationship. Customer satisfaction doesn’t just help retention, it can also help you reduce customer acquisition costs. That is because word of mouth referrals are a great way to grow your customer base, at no additional cost to your business. When your customers are happy, they are more likely to recommend you to their colleagues, friends, and business partners.
Customer happiness goes beyond customer satisfaction. It is what takes your customer service from “meets expectations” to “exceeds”, or even “superior” level service.
When you are measuring customer satisfaction, you’re able to create best practices and new standards based on what your specific customers want to see. This will vary for each type of business and your specific customer base, so it is important to learn from your own customers. That will be more helpful than any customer service guide you may find online.
The main metrics that your business should be looking at are listed below, with brief explanation. It may be helpful to do additional research on specific metrics to gain a deeper understanding, but we hope that this guide will be a good starting point.
Your goal should be to maximize the amount of customers who see your team as providing “superior” level customer service. Exceeding customer expectations is already difficult, but can be especially difficult if your team is equipped with the best tools. Yodel is able to help you provide a higher level of customer satisfaction with our intelligent business phone system. You can even integrate your phone into your CRM system, helping you access important customer information at ease. Get started with a free trial today, and see the difference Yodel can help you make.