Customer satisfaction: what it is and 10 ways to measure it well
Posted: Thu Dec 05, 2024 4:49 am
If I asked you what the most important metric in all of marketing is , what would your answer be? Perhaps the first thing you think of is indicators like conversion rate or the amount of revenue generated.
But while linking marketing to financial results is very important, there is one indicator that goes beyond immediate results and tells us about the health of the entire brand in the long term: customer satisfaction . Let's see what it is, why it is so important and how we can measure it.
Discover the most important digital marketing metrics . The 130 you maldives email list lose sight of! Click here and download the most complete ebook.
Customer satisfaction: what it is and 10 ways to measure it well
What is customer satisfaction and why is it important?
Customer satisfaction is a measure of how customers respond to a brand's product or service or to the overall shopping and usage experience. This indicator is used to better understand customer needs and to improve the brand's products, services and support.
Customer satisfaction is a key indicator in marketing, as satisfied customers are a guarantee for the future of a brand. Here are some of the reasons for its importance:
Happy customers generate word-of-mouth recommendations . According to Temkin, 77% of consumers would recommend a company to a friend after having a positive experience. And this creates a source of future customers for the brand with zero acquisition cost.
Happy customers leave positive reviews . It's very common for people to research products and services they're considering buying online and look for reviews from other people who have used them. If you have a good customer satisfaction rating, these potential customers are more likely to find positive reviews that encourage them to convert.
Customer satisfaction is closely linked to loyalty . Satisfied customers buy from you again and again and are also more open to upselling or cross-selling. Ultimately, this increases customer lifetime value and creates a steady stream of revenue – which is great news for the future of your business.
Leaving your customers satisfied makes you stand out from the competition . Nowadays, there are multiple products and services to cover almost any consumer need, and advertising subjects them to a constant bombardment. Therefore, it is normal for customers to look for brands that offer them something extra in the form of special treatment and do not make them feel like just another number.
But while linking marketing to financial results is very important, there is one indicator that goes beyond immediate results and tells us about the health of the entire brand in the long term: customer satisfaction . Let's see what it is, why it is so important and how we can measure it.
Discover the most important digital marketing metrics . The 130 you maldives email list lose sight of! Click here and download the most complete ebook.
Customer satisfaction: what it is and 10 ways to measure it well
What is customer satisfaction and why is it important?
Customer satisfaction is a measure of how customers respond to a brand's product or service or to the overall shopping and usage experience. This indicator is used to better understand customer needs and to improve the brand's products, services and support.
Customer satisfaction is a key indicator in marketing, as satisfied customers are a guarantee for the future of a brand. Here are some of the reasons for its importance:
Happy customers generate word-of-mouth recommendations . According to Temkin, 77% of consumers would recommend a company to a friend after having a positive experience. And this creates a source of future customers for the brand with zero acquisition cost.
Happy customers leave positive reviews . It's very common for people to research products and services they're considering buying online and look for reviews from other people who have used them. If you have a good customer satisfaction rating, these potential customers are more likely to find positive reviews that encourage them to convert.
Customer satisfaction is closely linked to loyalty . Satisfied customers buy from you again and again and are also more open to upselling or cross-selling. Ultimately, this increases customer lifetime value and creates a steady stream of revenue – which is great news for the future of your business.
Leaving your customers satisfied makes you stand out from the competition . Nowadays, there are multiple products and services to cover almost any consumer need, and advertising subjects them to a constant bombardment. Therefore, it is normal for customers to look for brands that offer them something extra in the form of special treatment and do not make them feel like just another number.