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0:13 Measuring customer satisfaction as a service-based business
0:41 Importance of measuring customer satisfaction
1:58 Tips for measuring customer satisfaction
There’s one concrete way to know if you’re doing a good job in your service-based business. It’s not necessarily related to revenue or sales. It’s related to measuring customer satisfaction and understanding if your clients are impressed or indifferent about the services you provide.
Getting clear feedback from your customers helps you know where you are exceeding, meeting, or missing expectations — all of which is tied to being able to sustain and grow your business.
Why measuring customer satisfaction is so important?
Feedback helps you improve your services
When you collect feedback, you can assess your services and identify places to improve so you can provide better value as you’re measuring customer satisfaction.
Feedback helps you improve your processes
Getting feedback about how you work — not just on what you provide — can help improve your processes to make working relationships better for both you and clients.
Feedback helps you identify needs and potential service offerings
When you collect client feedback, it helps you see gaps in your services and identify new ways to offer additional offerings.
Happy customers lead to referrals and long-term customers
When you have extremely happy customers, they not only come back to your business again and again, but they also tell their friends, family, and colleagues.
Tips for measuring customer satisfaction
Know your goals before you ask for feedback
When you know if your goal is to get feedback to improve your services, improve your process, or something else, it will help drive your strategy for collecting customer opinions.
Decide how you want to measure customer satisfaction
There are a few popular customer service performance metrics that help you gauge customer satisfaction. What helps you get the most useful information from your customers?
Customer Satisfaction Score — One of the simplest ways to rate customer satisfaction.
Net Promoter Score — Measures how happy your customers are by looking at the likelihood that they would recommend you to family, friends, and colleagues.
Customer Effort Score — Helps you look at how well your processes work.
Ask follow-up questions, but keep it simple
To get a deeper look at customer perspectives, ask a few short follow-up questions that help you pinpoint exactly where there are pain points, opportunities to improve, and examples of where you are already providing a great experience.
Regularly survey your customers
Make it a part of your regular business processes to survey customers through quick online questionnaires you send at the end of a project or after you send a large deliverable.
Tap into social media listening
You can also see what clients think through social media listening. Social media listening is monitoring the mentions of your brand, products, or services on social media channels or blogs.
Track customer satisfaction data over time
The best way to measure customer satisfaction is by tracking data early in your business and continuing to track it throughout the growth of your company. This data helps you learn about your business and customers and continue to iterate and improve.
Don’t just assume your customers are happy and satisfied after doing business with you. Implement these processes for measuring customer satisfaction so you can really know what your customers think about your business. Then, use that information to improve your offerings, attract and keep more customers, and grow your service-based business.
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