Business Strategies: Improve Customer Satisfaction

 

As a manager, there are several things you would like to improve in your organization, right? The problem is often that the resources are lacking to deal with everything at the same time. One of the great challenges of the business owner or organization manager is therefore to choose where to invest their limited resources in order to have the greatest possible impact.

A great way to do this is to do a key factor analysis. This study will make it possible to grasp the relationships between different factors and to identify the most important ones, those on which your investments will be the most profitable.

How To Determine The Key Factors In Customer Satisfaction?

In a previous post, we recognized the importance of monitoring the evolution of customer satisfaction and provided an overview of some methods in this direction. Today, let's go further by discovering the relative importance for the consumer of each of the performance indicators.

Carrying out a customer satisfaction survey. I therefore invite you to conduct a short survey of your customers. This survey will shed light on 2 aspects:

 - What importance do customers attach to each element of the commercial offer?

- How Do Our Customers Judge Us Against These Criteria?

So here are the two types of questions to get there. These are obviously examples, it is up to you to add or model the criteria according to the reality of your organization. You will notice that the same things are probed in terms of materiality and business performance.

What to do with these results?

The dots on the left side of the graph represent the factors your customers attach the least importance to. Your performance on these criteria therefore has less impact on the satisfaction of your customers. So don't waste your resources on it. In our example, it is therefore inefficient to want to extend the opening hours or to seek private parking for your customers near your location.

The dots in the upper right quadrant represent the important factors for your customers that are well met by your current way of doing things. Well done! More visit for best result Cabinet Comptable La Rochelle Thanks.

No Changes to Be Made Here

Your attention, and obviously your resources, should be focused on the items in the lower right quadrant. These are the satisfaction factors that your customers consider important and for which they consider your performance to be disappointing in this regard. In our example, the "game plan" is obvious: the business owner must focus his resources on improving the atmosphere of his place of business and tirelessly train his staff to make them look friendly. Of customers.

By allocating resources and efforts to improve our performance to the right factors, our customer satisfaction should improve rapidly. You will also be able to see it by administering the same questionnaire a few months later.

 The more discerning will also note that the same approach can be carried out in competition assessment. The results of such an approach can become a very important element of your marketing positioning...

Managing your business effectively means knowing, choosing and applying effective business strategies, don't you think?