As a business owner, it is your objective to provide products and services, and to do it with an outstanding customer service. When your restaurant provides a great service, then your customer satisfaction will be high. Positive assessments bring in greater customer satisfaction, which leads to product repurchase and eventually, customer loyalty. If you can be able to measure customer satisfaction, you can make improvements to achieve higher satisfaction and assess again to see if this improvement worked.
But how can we Measure Customer Service Satisfaction?
Customer satisfaction is notably difficult to measure for some reasons. There are some strategies existed, but disregarding the fundamentals of how to measure customer satisfaction can be very disadvantageous to your business. Here are the 5 Ways to Measure Customer Service Satisfaction that are important to your business success.
1. OVERALL SATISFACTION MEASURE: Conduct a Survey
Costumer Satisfaction Survey is most likely the best way to get customer feedback unless they contact you directly, which most costumers are too busy to bother with unless they are very upset for some reasons. The greatest indicators of customer satisfaction are the customer’s experiences that can result in good quality service.
You can conduct surveys in several ways, for example, through, email, social media, or over the phone. Give incentives for customers to motivate them to take the survey, like discounts on future purchases or a chance to win prizes and gift cards in order to get the best information. Ask them to rate their experience on a scale of 1 to 5, with 1 as the lowest, indicating complete dissatisfaction and 5, as the highest, indicating complete satisfaction. You might also want to survey repeat customers to see how their experiences change over time.
2. UNDERSTAND COSTUMER EXPECTATIONS
The customer satisfaction surveys can give you a quantitative insight into the opinions and attitudes of your customers. You can obtain facts about what they expect, what they what, and if they have a plan to return to your restaurant again. If the result shows that your restaurant does not meet your customers’ expectations, you will know exactly what areas to improve. If you already know what your customers expect from your restaurant, it follows that you will be ready to offer them an enjoyable experience. So make an move to discover the expectations of your customers as far as both service and products in order to ensure that you meet their needs.
3. FIND OUT WHERE YOU ARE GOING WRONG
Customers are more than happy to let you know when they are not happy, so make sure you give them a chance to take the survey. In case, you are not meeting customer’s satisfaction , you need to find out where you went wrong. Never be afraid to listen on how you are failing in your business, because when you learn from this mistakes, you can work toward becoming successful. You need to take a step back and reassess your management abilities. Learning how to handle your employees better will surely have a positive effect on your customer service and the relationship with your costumers can be rebuild.
4. ACCURATE ASSESSMENT OF PRODUCT AND SERVICES
Whether a customer is satisfied or not, the data you have collected accurately assess your products or services, what the customers like and what the don’t like. So survey ratings of satisfaction should include more than just the overall experience of the customers. You also need to determine the products or services they bought, what they liked or disliked about their sales experience, how the actual purchase compared to their expectations, and any suggestions on what they want you to improve.
5. EVALUATE COMPETITION
Conduct a research on who has more satisfied customers than you and why. Conduct a research on who has more satisfied customers than you and why. If you have no idea why the customers prefer another restaurant over yours, you cannot expect to keep them from going to your competitors. As part of your survey questionnaire, you may want to consider inviting customers to compare and contrast products or companies similar to your business. You can use this information to learn who the competition is and how their product or service is better than yours. Consider it an opportunity to learn in which you can educate yourself and your employees on their customer service skills and product quality.
Do you know what your customers expected from you? Share us your experience on how did you improve your Customer Service Satisfaction.