If you have been wondering whether or not your business is taking care of customers properly, then you are likely going to want to do a deep dive into what might be causing problems and how you can solve them. Unhappy customers can end up completely ruining your business, which is why you need to make a special effort to make sure that they are happy and knowing areas where you can improve.
Here are four ways to determine customer satisfaction and how you can use them to make your business better.
1. Look up your reviews
If you are a large company, it might have been a while since you took a look into whether or not customers have been happy with your product or service. By looking at sites like TrustPilot, you can where they have been some issues in the past and if they tend to be consistent. If you are seeing a number of the same types of complaints, then that might be a sign that you need to take a deeper look into your processes.
2. Send out a survey
One of the best ways to find out whether or not your customers are happy is to send out a survey report and offer a small incentive for them to finish it. A survey can give you a lot of great insight into where your customers are satisfied and which areas they might feel frustrated with when it comes to your business. Don’t be afraid to send them to customers who were not happy with what you had to offer, as well. In fact, you can often gain the most information from these individuals.
3. Follow up with unhappy customers
Likewise, you’re going to want to follow up with customers who might have canceled and asked for refunds in the past. While it might not always be an easy pill to swallow, you can learn a lot about where you are failing your clients and which areas of your business need improvement. You might ask to jump on a phone call with them or communicate through email—whichever way you think will make the most sense when it comes to making former customers feel comfortable enough to chat with you.
4. Ask your staff
You can gain a lot of insight from your staff into what your customers’ needs are. They are often communicating with them every day and they see certain patterns that you might miss as a business owner. Having someone involved who can offer some details into what clients are upset about the most can go a long way toward making sure that you understand their needs and you can fix problems.
With these tips in mind, you can determine whether or not you need to make changes to your processes when it comes to your clients or if you are on the right track. Without customer satisfaction, it’s unlikely your business will reach the success that you would like.
Jess is a working mother of two small children. Writer, graphic designer and a trainee accountant, who's looking to set up a design institution for children under 13 in the UK.