Why is customer satisfaction so important?

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.

Modern trade and service companies invest intensively in their premises and online offers in order to create special environments where the customers experience is something out of the ordinary.

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.

Customer satisfaction in the retail trade

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

The advantages of SayWay feedback and customer satisfaction

— 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