Customer Satisfaction and Loyalty Assessment
It costs 10 times more to acquire new customers than to retain existing ones
It is important for organizations to be informed on how satisfied their customers are with the services offered. Satisfaction a simple notion that is widely understood by customers and its results are easily communicated to managers. In fact, customer satisfaction is directly linked to:
- Customer retention
- Increased spending
- Positive word of mouth
Organizations are better off focusing their efforts on maintaining a loyal customer base rather than focusing on acquiring new customers and new business relationships.
- Loyal customers cost less to serve: They know their way around a company’s products and services and, therefore, require less attention from customer service staff who can then be utilized in other important areas where they are needed—saving companies in substantial costs.
- Loyal customers spend more: Returning customers spend up to 17% more than their non-loyal counterparts.
- Loyal Customers are effective marketers for the organization: Customers have a tendency to share their customer experience impressions with family and friends—customer referrals are extremely important as they relieve some of the marketing pressure off the company and allow it to cut substantial costs.
How we work for you…
Realizing the importance of customer satisfaction and loyalty, we help clients determine the levels of customer satisfaction and loyalty by designing and sending customer surveys and by conducting phone or face-to-face customer interviews. By utilizing those two research methods, CustomerX is able to enact measurable and tangible improvements that accommodate the specific needs and requirements of clients.