Numerous studies show that customer satisfaction and financial success are closely connected. Through good customer relations management and improving customer satisfaction among regular customers, companies can stabilise existing revenues and expand loyal customer business by upselling. Satisfied customers also generally tend to recommend and this is automatically a source of new future revenue. At the same time costs can be saved in marketing (new customer acquisition) and service.
It is precisely this type of customer experience, and consequently customer satisfaction, that has to be measured and evaluated at the point of experience in real time and then exploited in the company.
Systematic measurement of customer satisfaction
Systematic measurement of customer satisfaction must take place daily and at all key touchpoints between the customer and the company.
If you only measure customer satisfaction without knowing the reasons for their satisfaction or dissatisfaction, you can’t really change anything. Flexible, fully digital questionnaire software is an absolute must-have if you want to manage customer satisfaction and customer loyalty professionally. Individual questions, rotating questions, integration of pictures, filters — these are just some of the essential components of professional feedback management.
Sayway’s tablet feedback systems deliver information about the customer experience every day from every location and transfer it to the responsible positions and people.
We have developed time-tested questionnaires and surveys in over 20 industries to help you to measure and calculate all the key indicators of customer satisfaction and experience.
Customer satisfaction surveys are ideally supplemented by the SayWay data platform. Besides calculating the customer satisfaction index, all the changes in dealings with customers are analysed and communicated quickly and clearly (reports; alerts, tickets). This gives companies a wealth of customer loyalty instruments to help them to manage their customer relations and increase customer satisfaction systematically and continuously.
Brick-and-mortar retailers are among our most important sectors. Numerous groups have installed Sayway systems in their stores in order to measure the customer experience continually and manage customer satisfaction systematically.
Alongside the Net Promoter Score (NPS) as a way of measuring customer satisfaction in retail stores, SayWay also successfully uses a driver analysis where only customers who have something to criticise or who are dissatisfied are asked additional questions about their grievances This means satisfied customers are not unnecessarily bothered and dissatisfied customers can tell you directly what their problems are.
For more information about customer satisfaction in the retail trade click HERE
— Stable customer relations generate stable revenues
— Increased turnover thought upselling to loyal existing customers
— Higher recommendation rates generate new business
— Less support and service thanks to improved customer relations
— Savings potential in marketing (advertising) throughout the whole group
— Each employee receives the relevant results report
— Customer feedback is collected every day from every store
— SayWay gives customers a positive signal
— SayWay feedback is as easy as it comes. No e-mails, no phone calls, no additional software — can be used directly on site!
— Text questions are also possible and are automatically evaluated
— SayWay feedback equipment can be designed in line with your layout/CI
— Apart from measuring customer satisfaction, SayWay can also be used for other market research and marketing campaigns
— Every device is professionally monitored and serviced and new content can be entered by remote control
— Changes and new questionnaires are included in the price