What is customer satisfaction? We can say that customer satisfaction is the satisfaction obtained as a result of the customer being satisfied with the service received or meeting the customer’s needs and meeting their wishes. Customer satisfaction is not only crucial for an established industry. It is a must for all businesses. As a company, if you satisfy your customers and listen to them, you will have a loyal customers. This gives your business great success in business-to-business competition.
Customer loyalty, continuity and returns are the driving force for businesses to grow and develop, constantly innovate and produce. Customer satisfaction is important in this continuity. For this reason, businesses have to develop policies and strategies according to their business methods.
WHAT SHOULD SHOULD BE DONE FOR CUSTOMER SATISFACTION?
We cannot say that we should do this, especially in customer satisfaction, because every business should determine customer satisfaction rules and strategies under certain headings.
Some details that are important for Customer Satisfaction;
- Product Quality
- Price
- After-sales services
- Availability
- Accessibility
- Reliability
- Customer needs
- Reputation management
- Understanding customers characteristics, needs and expectations
- Making promises that can be kept, honesty, transparency
These are important for building a long-term relationship with customers. Brands need to find different and specific strategies to develop successful strategies for customer satisfaction.
CUSTOMER SATISFACTION EXAMPLES
THY
Turkish Airlines aims to surprise and delight its customers at every stage of their travel (before, during and after the flight). Fresh Turkish coffee is served alongside delicious meals on Turkish Airlines flights, and customers are faced with constantly updated and increasing services.
GAP
When the customers of the famous retail store GAP cannot find what they are looking for in the store, they learn through the surveys they take out of the store. The customer, who writes his e-mail address and the product he cannot find, receives the GAP online store version of the product by e-mail with a discount coupon.
A successful customer experience requires that you pay attention to why your customer doesn’t buy from you as well as why they don’t buy from you.
GARANTI BANK
Garanti Bank asked its customers to decide on the name of one of its branches. For this, he created a survey pool for his customers. As a result of the 1-month survey, the option with the highest selection rate gave its name to the Garanti Bank branch. To put it briefly, “The customer asked for it, and Garanti Bank did it.”
With its customer experience journey, Garanti made its customers feel like a member of Garanti Bank. Loyal customers are better advocates for your brand than advertisements. You can reach loyal customers by always staying in touch with your customers.
DOUBLETREE
DoubleTree is the Hilton family’s chain of hotels that offer superior performance to business and leisure travellers. DoubleTree is one of the green hotels that aims to save water, reduce the consumption of environmentally harmful substances and waste, use renewable energy sources and plan accommodation businesses in an environmentally friendly way from the investment stage. DoubleTree guests always express their satisfaction with the environmental awareness of the hotel they are staying at.
DoubleTree’s guests, who work hard to protect nature, said no to waste of paper and suggested that the hotel conduct a digital survey. DoubleTree implemented this proposal without hesitation. Whichever DoubleTree hotel you go to today, you’ll find a team that makes guests happy and has an eco-friendly system.
MOST COMMON MISTAKES
1. Not relying too much on ready-made text
2. Not being flexible in solutions
3. Not being able to solve the problem at first contact
4. Blaming the customer and not providing service compensation
5. Leaving the customer unattended
6. Not giving information when necessary
To minimize these mistakes, we must listen to the customer well.
CUSTOMER SATISFACTION SURVEY
In our daily lives, we have all participated in bad or too many general customer satisfaction surveys. These are sometimes like scoring or long answer questions. Most of us have abandoned these surveys. Customer surveys should be important to companies.
That’s because some companies put restrictive choices in multiple choice questions in their surveys. If the answer is not among the options the customer is looking for, this leaves them with the option to skip that question or give the wrong answer. In such cases, “I don’t know” or “other” options should be added.
In customer satisfaction surveys, we should try to be unbiased, avoid assumptions, ask effortless questions and not ask unnecessary questions.
REFERENCES
- https://tr.surveymonkey.com/mp/customer-satisfaction-survey-questions/
- https://hergunogren.com/musteri-memnuniyeti/
- https://blog.sikayetvar.com/d%C3%BCnyadan-m%C3%BC%C5%9Fteri-deneyiminin-en-i%CC%87yi-%C3%B6rnekleri-868732673ab4
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