No matter your company’s size, it’s likely that you not only collect customer feedback—but that you also know your customer satisfaction ratings have an impact on your bottom line.
Because if you’re not keeping your brand promises and giving customers the care they deserve (and the treatment they’ve come to expect) they’ll go elsewhere to make a purchase.
And even if you think your customer satisfaction scores are stellar, how do you know your competitors aren’t doing a better job—and capturing your customers in the process?
To make it easy for you to see how you stack up against your biggest competitors, we compiled the data from thousands of customer satisfaction surveys into a comprehensive benchmark report.
Why customer satisfaction matters
According to our research, 72% of consumers say they’re very or extremely likely to do business with a company if they have a reputation for outstanding customer service. That same study revealed that 97% of customers are likely to tell their friends, family, or co-workers about a great customer experience.
When you use our Customer Satisfaction Survey Template, you get a holistic view of the customer experience, from your organisation’s professionalism to convenience. Then use the feedback you collect to diagnose and treat any weak points in the customer experience. But finding out what you’re doing well (and what you’re not) is only the beginning.
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I have my customer satisfaction survey results. What’s next?
Maybe you already sent out a customer satisfaction survey. Or perhaps you’re planning on sending one out this year. Understand what your results really mean by using your initial customer satisfaction scores to set internal baselines or benchmarks. Then repeat the survey periodically to see whether your scores move in the right direction.
While tracking your progress is important, you also need to know how you compare to other organisations in your industry. If 62% of your customers say your company is professional, how do you know whether that’s good or bad?
Knowing where you stand—and creating goals from there—takes perspective. Although “only” 62% of customers say your company is professional, you’d feel pretty good about it if you knew you were in the 99th percentile. Our customer satisfaction benchmarks data is designed to give you that context.
Here’s a peek at some of the data we’ve collected from the customer satisfaction survey:
Did you know that 20% of customers say the company is unresponsive to their questions or concerns?
Where does your organisation stand? Download our Customer Satisfaction Survey Benchmarks Report today to see more customer satisfaction benchmarks—and start setting smarter goals for your organisation. Or explore our other benchmarks to see how we can help you compare your customer satisfaction survey results against industry benchmarks.