How to Measure Customer Satisfaction in 8 Simple Steps

This newsletter was hand-curated while listening to So Will I by Ben Platt.

Service Blog

June 29, 2020

How to Measure Customer Satisfaction in 8 Simple Steps

Every day unsatisfied customers cost businesses a lot of money. In fact, studies show that 80% of customers will switch companies after one poor service experience. The first step to overcoming this is to admit that you have room for improvement. The second step is to measure customer satisfaction to find out where you currently stand. Measuring customer satisfaction doesn't have to be complicated or expensive. In fact, it's fairly simple to incorporate customer satisfaction measurement into your current customer success strategy. No matter how you cut it, measuring satisfaction comes down to gathering customer feedback via surveys and customer data. To accurately gauge customer sentiment, we'll need to ask people how their experience was then compare it against quantitative reports. Of course, there are multiple ways you can execute a survey, from the design to timing, sample, and even how you analyze the data. Regardless of the approach you choose, there are some fundamental steps that need to be taken to ensure your business profits from its investment. In this post, let's cover the steps for measuring customer satisfaction, then we'll list some ways you can achieve it at your business. But, first, let's review some customer satisfaction tools you'll need to accurately assess this metric.