Customer satisfaction feedback gives you an avenue to find out what your clients actually think about your service. Without this, you will never be able to give them the best customer experience.
If you have your own business, one of your goals is to satisfy the needs of your consumers. Eventually, satisfying customers will keep them loyal to your brand.
But how do businesses ensure that their efforts can achieve their desired results? This is where customer satisfaction feedback comes in.
Customer satisfaction feedback gives you an avenue to find out what your clients actually think about your service. Without this, you will never be able to give them the best customer experience.
Their opinions about your brand matters a lot as something you can use to adjust on how you do business.
There are plenty of ways brands leverage their customer feedback. In this article, we’re going to elaborate the significance of acquiring customer satisfaction feedback and how famous brands actually do it.
What is customer satisfaction?
Customer satisfaction deals with the overall experience of your client towards your brand. PwC confirms that 59% of customers will leave a company after several bad experiences.
This is more than half of your entire customer headcount. This can also affect your retention of loyal customers and overall revenue.
That’s why determining your customer satisfaction via customer feedback changes your entire game. It detects the spots you need to improve on and the areas of your business you need to sustain.
As a business owner, it’s impossible that revenue drops, acquisition costs, trends and metrics haven’t crossed your mind. It may cause you to feel a bit panicky as you dwell into each of them – but not when you prioritize customer satisfaction.
So, whether prompted or unprompted, it is crucial to acquire customer satisfaction. To give you some ideas on how you can do it, here are some trusted brands that could help you!
Here’s how famous brands get customers’ satisfaction feedback
If you haven’t formulated your own customer satisfaction feedback, or you simply have no idea where to start, here’s some of the ideas you could follow. Check out these brands below!
Uber
One of the things Uber is known for is its rating features. Uber drivers are consistent in knowing if customers have enjoyed their ride or not. This is because if users keep rating them negatively, this will affect their performance on their car sharing service.
For example, if Uber receives too many downvotes for a certain driver, it penalizes the driver. In a way, their customer satisfaction feedback determines who can drive and make money on the app.
Since Uber relies heavily on customer satisfaction feedback, they made the feedback acquisition process smooth and simple.
With a few taps on the mobile app, you can rate a driver from zero to five stars. You can add personalized comments for the driver.
Hyatt
Hyatt is a hotel corporation that is famous for delivering great customer satisfaction. The multinational corporation built their entire company around customer feedback.
Hyatt uses two main channels to acquire valuable feedback from their clients: through social media and website.
Hyatt encourages their customers to share their hotel and resort experiences on Twitter and Instagram. Upon posting their thoughts and recommendations, they encourage users to also use the hashtags #WorldOfHyatt and #WorldOfUnderstanding.
Customers get to share beautiful pictures of themselves in Hyatt’s properties while they give direct feedback to the establishment. Just in case users don’t have social media apps, they can use another channel to put in their feedback. Hyatt utilizes feedback forms on their website.
They add a “feedback” button on their hotel reservation pages. The button will prompt customers to a box where they can leave feedback about their hotel experiences.
Apple
Apple is undeniably one of the most used and talked-about products out there. They offer phones, laptop, desktop, watches, airpods, and new products to launch. Their marketing has a great experience on targeting their potential consumers.
Ever wondered why even if they keep on releasing new versions of their products, customers don’t seem to get tired of buying them?
This is because of their excellent delivery of customer satisfaction. One of their most utilized satisfaction metrics is the Net Promoter Score or NPS. NPS helps businesses how to measure customer experience by identifying if a client would recommend your brand or not.
If you get more positive or promoter scores than negative ones, that means your customers are satisfied with your business. If you acquire a higher number of detractors, you’ll then know what to work on your products and services.
Starbucks
American coffeehouse chain Starbucks is one of the most popular brands for delivering amazing customer satisfaction. Starbucks’ ability to seamlessly integrate technology and personal customer service to engage with customers has hugely affected the brand.
Given how several their physical stores are, Starbucks was able to create a robust and loyal consumer following. They provide customers a good avenue to voice their ideas towards their products and services.
Starbucks also uses NPS to improve customer satisfaction. Consumers can send them personalized emails where Starbucks usually replies in a real-time manner.
They also allow buyers to comment and recommend their physical stores.
Doing it in your own best way: Boost customer satisfaction
If there’s one lesson you could draw from all the brands we’ve shared above, it’s prioritizing customers’ convenience. If they find your method of reaching for customers feedback easy as a pie, you would get the numbers you need.
There’s a lot of tools your brand can utilize in acquiring customer satisfaction feedback. You can personalize your brands’ features to help you easily connect with your audience and collect customer feedback.
