If you have a good experience at a shop or restaurant, you are likely to return to that place again in the future. If a customer is happy with a product it leads to loyalty and repurchase.

How to Measure Customer Satisfaction

There are many strategies to measure Customer Satisfaction, but looking at basics, there are 4 measures that are critical to the success of any business.

  • Overall Satisfaction: Question to ask is “Overall, how satisfied are you with the QMS Audit from EQMS Limited?”
  • Loyalty: Question to ask is “Would you recommend EQMS Limited to a colleague or partner?”
  • Attribute Satisfaction Measurements: Questions to ask are “How satisfied where you with the details in the report from the Supplier Audit?” or “How important is flexibility when choosing a quality consultant?”
  • Repurchase: Question to ask is “How likely are you to attend another quality training over the next 3 month?”

Importance of Customer Satisfaction

Customer satisfaction may not have highest priority on a long to do list, but if not treated with importance, it will affect growth and retention of existing customers.
When planning your marketing budget, keep in mind it is much cheaper to retain customers than acquire new ones. Several studies have shown it costs 6 to 7 times more to acquire new customers than it does to retain existing ones. With that in mind, allocating some budget to customer satisfaction could have a high return of investment.
Create a true customer focused culture across your business, and put the customer first in every single thing that you do.

If you are interested in increasing customer satisfaction or implementing a quality management system that focus on the voice of the costumer, you can contact us for a free consultation.

Alternatively you can continue to our quality training page for an overview of other training we provide.

Go to Quality Training

Customer Satisfaction