Customer Satisfaction

Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.

In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.

What is Customer Satisfaction?

Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.

Net Promoter Score - How to Use NPS to Grow Your Business
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Net Promoter Score - How to Use NPS to Grow Your Business

Net Promoter Score (NPS) is a metric that is widely used to measure customer loyalty. It was developed by Fred Reichheld, a best selling author and business strategist, Bain and Company, a global management consultancy, along with Satmetrix.…
7 Customer Service KPIs You Need to Track
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7 Customer Service KPIs You Need to Track

Tracking the right metrics is vital in customer service. Modern help desk software suites provide what can be a bewildering amount of data enabling you to track a multitude of KPIs, but should you? Wasting time, tracking the wrong KPIs, is…
How to Avoid Losing A Major Client
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How to Avoid Losing A Major Client

Most, if not all, organizations will have a major customer or two. These are the key accounts that have a significant part to play in your business success; potentially ruining your year (or, at the other end of the spectrum, doubling your sales)…
Customer Satisfaction Survey Questions and Templates for Retail Businesses
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Customer Satisfaction Survey Questions and Templates for Retail Businesses

Carrying out retail customer surveys, post-purchase, can provide a wealth of valuable feedback telling you what your customers think about their experience in your store. Surveys can provide valuable feedback on everything including customer…
Customer Experience Conferences for 2019
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Customer Experience Conferences for 2019

Conferences offer a great opportunity to learn new skills, network with industry professionals and find out about new developments in the fast-moving world of customer experience. They are also a great way to get away from your desk for a few…
2019 Trend Articles You Must Read
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10 Must Read Articles for 2019 Trends

Forewarned is forearmed. Monitoring trends and trend forecasts is a great way to mitigate risk and ensure that your customer experience strategies will keep pace with changes. Here are a collection of articles providing some useful insight into…
7 Best Customer Experience Blogs
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7 Best Customer Experience Blogs

We all know that in today’s increasingly competitive arenas it is essential to not only meet our customer’s expectations but to exceed them. We know that our customer’s experiences will most likely have a great influence on their personal…
14 Customer Experience Blog Posts and White Papers
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14 Customer Experience Blog Posts and White Papers

Keeping up-to-date with all of the latest customer experience related ideas, strategies, technologies and tactics is challenging. We are in a period of rapid change for customer experience across all industries and these days every business…
How to create a customer satisfaction survey that people will actually want to fill in
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How to create a customer satisfaction survey that people will actually want to fill in

Understanding how satisfied your customers or clients are with your product or service is invaluable. This information can help you improve the entire customer journey, from the moment they visit your site or store, through to the aftercare…
How to create a satisfaction-survey in 2019 blog header
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How to create a satisfaction survey in 2019

It’s never too late to tune-up your customer satisfaction tactics. And when it comes to satisfaction surveys, 2019 is going to demand some new thinking so that your organization gets maximum value from its customer insights. We’ve taken…
30-Customer-Survey-Response-Rate-Facts-blog-header
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30 Customer Survey Response Rate Facts

We are in the midst of rapid and radical technological and social change. These changes are having an enormous impact on the ways in which customer surveys are conducted, response rates achieved and customer expectations. Here’s our latest…
vanarama customer service case study
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How Vanarama responds to customer feedback in real time

Vanarama is the UK’s largest van leasing broker, with nearly 250 staff selling 1,200+ vehicles per month. It is one of the Sunday Times Best Small Companies to Work For and is a National Business Award winner for Best Small to Medium-Sized…