What can you do to measure your customers’ satisfaction? Check it out!

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Measuring customer satisfaction is essential for any business, after all, it is through this feedback that you can identify errors and invest in improvements. Large companies are always looking to increase satisfaction and also to create a good relationship with the customer.

This satisfaction can be analyzed from the moment the consumer enters your establishment, even if they do not buy anything. They can give their opinion, for example, about the service, which may be the reason why the sale was not made at that time. The customer can also give their opinion after the purchase, evaluating the company's support for using the product.

In this article, we will explain the main methods and truemoney database for assessing satisfaction. Read on to see which ones are most commonly used!

Methods for measuring customer satisfaction
Degree of loyalty
The more loyal a customer is to a company, the greater the chances that they will not only buy from the company again, but also recommend it to friends, relatives and acquaintances. In this case, the level of trust that the customer has in the company is very high.

You can use the NPS (Net Promoter Score), a method created by Harvard University that has already been used in large Brazilian and foreign companies. These are simple questions that the customer must answer using a numerical scale from 1 to 10. Typically, the question is how likely the customer is to recommend the products and services to someone else.

Overall satisfaction
The company can ask the customer, for example, if they are satisfied with the product, if anything happened during the service that caught their attention, how they would characterize the purchasing process, among other questions.

These are opinions that measure the overall quality of the company, the degree of reliability it conveys and the need it has to keep its customers satisfied. When perceived quality increases, it can be seen that satisfaction is high.

Repurchase intention
Here, the company asks whether the customer intends to buy a product again within a certain period. This answer ends up becoming a kind of compass, as it can be an indication of satisfaction with the product or service purchased.

The fact that the consumer was happy with the purchase they made and the support the company offered after the sale may eliminate the possibility of this consumer going to the competition.

Ombudsman
This is an excellent channel for your customer to contact the company to make complaints, compliments or request information about products and services. This sector can cost a little more, but there are cheaper options than hiring people. You can invest in virtual customer service, which is around 90% cheaper than in-person customer service.

In addition to knowing what customers think about your company, it is also important to analyze metrics and cross-reference data from sales, customer service, and other sectors. All of this information helps your business thrive and develop different approaches when necessary.

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