Customer Satisfaction Survey Benefits

There is no doubt that a successful business is the dream of any entrepreneur in North America. The easiest way to make that dream come true is to ensure that the customer is totally satisfied with your product or brand. The most successful companies are those who give their clients the opportunity to speak aloud, they listen to the complaints and they always try to improve their services based on the customer’s opinions.

 

Advantages

 

There are many advantages that a customer satisfaction survey can provide to small business, from pointing out the opinion of the consumer, to allowing them to suggest improvements for the brand or product. The customer satisfaction survey is the easiest way to invite the customer to get closer to the company. That way, the client will feel important to the organization and consequently, they will be more comfortable expressing their opinions and suggestions.

 

Feedback

 

The feedback provided by the consumers on customer surveys is absolutely valuable for any business. It is not always possible to know about all of the requests made by the company’s public without letting them speak about it. Customer surveys should be designed to influence the client to give their honest impression about a specific product, which helps in the optimization process of the brand.

 

Listening and Understanding the client’s needs

 

Every customer has the right to express his or her own opinion and not everyone thinks the same way. However, a customer survey can allow the clientele to point out whether they are satisfied with the company’s services or not.

In addition, the company needs to provide the right questions in order to obtain the best results from the survey. It is not only important to ask, but it is also essential to understand the responses. The company needs to ensure that all the departments are aware of the customer’s feedback and requests, that way they can work together to generate improvements.

 

Customer Retention

 

The results of customer surveys can cause a huge impact on a business, and this depends on the way they are conducted. If the consumer requests are not respected, they might try to find other companies that will fulfill their needs.

According to a study published in the Harvard Business Review (1), there are three zones to measure customer loyalty or retention. They consist in the zone of affection, the zone of indifference and the zone of defection. The research suggests that to conquer the zone of customer’s loyalty, the company has to achieve the other three zones first.

 

Conclusion

 

In order to achieve good results, it is extremely important to compare the answers of the customers. Different customers will give different answers, especially if the company conducts the same survey more than once. The questions might be the same, but the answers always tend to be distinct. It is essential to compare the answers for the same question on different periods, that way it will be easier to achieve better results and ensure that the company is making progress.

Here at KPI Connect we know how important it is to have all the information that your company needs to ensure your customers are heard. We help you by conducting customer surveys and will provide you with the data so that you can be more efficient for your customers. Contact KPI Connect today to start building a better business.

 

The Value of Customer Complaint Investigation

Every company in North America wants to satisfy their clients, and one of the easiest ways to achieve this goal is to improve their products and services. The investigation of customer complaints will help the company solve problems involved with their products and discover unforeseen ones. The process of investigation must include as many details as possible in order to obtain sufficient information from the clients. To achieve this goal, the company can follow a simple six-step strategy developed to help investigate customer complaints.

 

Step 1 – Listen and understand the customer complaint

 

It is simple to find the source of the problem with a product if you carefully listen to the complaint of a client. Sometimes it is something obvious, but you will only know if you pay attention to what your customer has to say. Try to understand their point of view and that will help you fix the problem faster. If you can clarify and solve the issue right away, make sure to let the client know that you did so.

 

Step 2 – Investigate and gather information

 

Obtain information about the product in question, such as the processes and policies involved. Gather as many details as you can from the customers and record all the information in your feedback system. Ensure that you share the details of every complaint with the proper departments of the company, that way you can ensure that appropriate measures are taken.

Pay attention not only to the customer’s opinions but also to the comments made by employees regarding the feedback. Clarify all the information you provide the client, ensuring that you do not promise unachievable goals.

 

Step 3 – Fix the mistakes

 

The process of investigation will help you find out about the problems involved with any product. Touch base with the customer during the process, and be sure to get updates you can use in your favor. Contact the departments involved with the mistake, as well as all the third parties involved. Find definitive solutions and identify what the best solution is so the problem does not happen again.

 

Step 4 – Involve the customers and certify that they are satisfied

 

Apologize to the customer for any inconvenience with the company’s services or products. If necessary, give a refund to the client or make a goodwill gesture. Ask for suggestions on how to improve the customer support and confirm that you understand all the requests and proposals.

 

Step 5 – Follow up

 

Stay updated with the answers and requests provided by the consumers. Analyze each request and let the customer know you appreciate their feedback, and will take these things into consideration.

 

Step 6 – Be responsible

 

Inbound Sales Contact Center.A professional attitude is crucial when referring to the client, demonstrate your ethics by reassuring your commitment with the customer’s satisfaction. Provide high quality responses to the consumers. Proofread and edit communications before submitting them, that way you will deliver trust and professionalism in your words. Every client wants to feel supported by the company in order to be loyal. Therefore, providing a reliable service and paying attention to the customer needs is the key to becoming successful.

This is why at KPI Connect we offer Customer Complaint Investigation services as we value the companies we work with to ensure that their customer’s needs are being met every step of the way. We are able to help your customers with any issues or concerns they may have in an efficient manner, even during hours that your company may not be available.

Benefits of Outsourcing Your Data Entry

Your company collects, processes and reports data every day. Since data can arrive in different forms, a lot of tasks can fall into the definition of data entry. The traditional aspect of this service is transferring information located in handwritten and printed documents into a computer. However, now it also includes PDF conversion, scanning, data capture, indexing, data extraction and analysis, order processing, internet research and email mining, among others.

Data entry is usually perceived as the task of just copying and pasting information, but much of the important skills required for the job are almost imperceptible. The teams involved with specific projects must have a familiarity with all the relevant terminology and the background of the products. Precision, efficiency and attention to detail are necessary skills in data entry, as well as accuracy and a good typing speed.

Due to the multiple aspects of data entry, it is not always possible to find a team in-house capable of covering all the tasks appropriately. Between the experience and the skills demanded to achieve your company’s data entry requirements, sometimes it is easier to outsource the talent needed. KPI Connect, an award winning full-featured contact center, is here to offer a solution.

By outsourcing your data entry to KPI Connect, your company will be able to achieve outstanding productivity thanks to a trained data entry team. At the same time, your company can take advantage of the time released to concentrate the in-house resources in core business ventures and goals.

Still not convinced? Here are some of the benefits of outsourcing your data entry.

 

Costs

 

Finding and acquiring skilled resources, implies that your company should dedicate a lot of organizational infrastructure and funds in order to put together an efficient team. To execute a similar project on a contractual basis with KPI Connect means that there is no need to change the organizational infrastructure of the company, and that the funds invested are going to be less significant than those spent with an in-house team. KPI Connect will help your company save time and money, while providing high quality services with the best professionals.

 

Management

 

Data entry entails a high amount of security and diligence. Strict processes should be followed to ensure high levels of exactitude without losing information. KPI Connect has security protocols embedded in each workflow in order to offer customized business process management for your company. Since 1994, KPI Connect Ltd has been the vendor of choice for companies looking to outsource their data entry jobs. One of the driving factors for this is the reliable process management that the company provides.

 

Flexibility

 

It is very likely that your company does not require huge volumes of data to be processed constantly. The volumes of it fluctuate from day to day, and there may be times when there is little data to be processed. In that situation, hiring and retaining staff for data entry tasks could be expensive and impractical. KPI Connect offers the opportunity of creating bigger or smaller teams depending on the current needs of your company, no strings attached.

 

Contact us

 

For more information and details of how we can help you, do not hesitate, contact us today. 1-877-828-5057