Best Ways to Track Customer Satisfaction
In an age of viral videos, companies with thousands (or millions) of followers on Instagram, and a general western attitude of high numbers equaling success, it can be tricky not to fall into the trap of quantity over quality.
But rest assured, if you’re committed to customer satisfaction, engaging with your current audience is the best way to cater to their needs, gain their loyalty, and reap the benefits of their support. But wait, don’t you need to hire a UX specialist or marketing expert to see how well your clients respond to your goods and services! All you need is a bit of intuition, access to the world wide web, and an open mind to feedback. Here are a few of our foolproof ways to track customer satisfaction.
Social Media Insights
Although the idea of social media as a business tool may be a little hazy for anyone over thirty, a bit of savviness could make all the difference in customer satisfaction. Considering that 82% of all Americans are using some sort of social media in 2021, it’s no wonder that tracking post and content engagement can provide valuable information as to where to market your goods and how to satisfy your current audience.
Firstly, take a look at your Facebook, Instagram, and even TikTok (if you have one) platforms. Which posts are getting the most likes? Or perhaps more importantly, which posts are getting comments and saves, indicating that your followers feel the need to engage with your content rather than just consume it? Does your content hit a nerve with anyone, making them feel the urge to bring negative comments into your platform? Take their anger with a grain of salt, but use it to further your research. Evaluate what resonates with your target audience (target audience here meaning a demographic of a certain age group and shared interests) and keep catering to that.
If you want to look further into your social media engagement, consider switching your social media platforms to business accounts. They’re often free, much more detailed, and will likely contain tools to help you dive into who’s viewing your materials, how old they are, and which days they’re most active. Not to mention, a little YouTube tutorial here and there never killed anybody!
While you may find yourself unsubscribing to email chains, mass emails sent out soon after customers receive your products could be the key to honest quality evaluation. Apps like GatherUp or Mailchimp don’t only track reviews from clients, but also whether or not the clients open the emails in the first place, and whether or not they continue to subscribe to your emails. With a little digging around, you may be able to decipher what nudges these patients towards responding to your services, and what you could do to improve both customer service and brand quality in general.
Good, Old-Fashioned Communication
If you’ve ever played the game “telephone” as a kid, it’s no wonder that information can often get lost in translation from ear to ear. Likewise, if you track customer satisfaction from platform to platform and email to email, there can only be so much truth in what’s been curated online. As uncomfortable as it may sound, just talk to your customers whenever you can, face-to-face. And pay special attention to those who aren’t satisfied- what made their experience a bad one, and what do they wish had gone differently? Do the same thing for happy customers- why are they so glad about your business? What sets your business apart from other competitors?
Each conversation you start with your audience causes a ripple effect, triggering similar responses from a wider network. Who knows, maybe your compassion in helping an agitated client could lead to them changing their minds about their service! Talk before you post, and listen before you talk.
Seeing how your audience responds to emails, social media posts, and plain, eye-to-eye conversation might seem like unimportant details compared with gross revenue or consumer count, but they are invaluable in building customer loyalty and establishing camaraderie with your clients. After all, we are well past the age of “an eye for an eye”. Go above and beyond in seeing what your clients want and need through the tools above, and you’ll be the cream of the crop.