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| CUSTOMER SATISFACTION |
Rating Your Customers’ Satisfaction Is Just the Beginning
Don’t rely on ratings alone
How we work with you
To improve customer satisfaction and loyalty, every company must know how
its customers view their products and services.
The four fundamental customer survey questions are:
- How do customers rate your products and customer service?
- Do these ratings differ significantly for different customer segments?
- For ongoing survey programs — how do customer perceptions change over time?
- What service or product attributes are critical for increasing customer
satisfaction and loyalty — and how do customers rate your performance on
these key attributes?
The answers to these questions can tell you what changes to make to increase both satisfaction
and loyalty. You can also include questions about your competitors to add depth to your findings.
Finally, don’t forget to let your customers give you important ideas and insights to improve your
products and services by asking for their comments.
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