These 3 Customer Satisfaction Stats Will Shock You
Can you remember the last time you received good customer service? What about really bad service? It’s likely you recall the bad service more than the good. People tend to remember negative experiences — and tell their friends about them.
You need to get customer service right. Mess up and you could jeopardize your entire business. Here are a few customer satisfaction stats that you need to know, and how using the latest software will keep your customers happy.
1. The Average American Tells 15 People After a Bad Customer Service Experience
This one’s a shocker. Research shows that the average American consumer tells 15 separate people if they receive bad customer service. These people might be friends and family and colleagues. Heck, they could be your friends and family and colleagues.
Sure, 15 people might not sound like a lot. But what if one of those 15 people told another 15 people, and one of those 15 told another 15? Here’s the thing: Bad news about your business can spread fast, especially when nearly everyone has access to social media.
The latest marketing software provides you with a solution. These programs let you track social media sentiment — what people are saying about your company on websites like Twitter, Facebook, and Instagram.
2. 90 Percent of Consumers Read Online Reviews Before They Make a Purchase
Nine out of 10 people read online reviews before they purchase a product or service, according to one study. Websites like Yelp let people write reviews about the customer service they have received — good and bad.
The problem is, most companies have absolutely no idea what their customers are saying about them online. Some are totally oblivious to the online reviews that are hurting their digital reputation.
Marketing software can help solve this problem, too. Programs like iSnap let you collect customer reviews and feedback via an AI-powered solution. As a result, you can gauge customer perceptions toward your brand and act quickly if you receive negative feedback. You can contact a consumer if he or she leaves a bad review, for example.
3. More Than Half of Consumers Will Spend More Money After Good Service
One study shows that 55 percent of consumers are willing to spend more cash with a company that guarantees them a satisfying customer service experience.
But what exactly is a satisfying experience? This will depend on various factors, but it might include good company-customer communication, responsive staff, and a speedy resolution.
It can be difficult to manage all of your customer service tasks, though. This is where marketing software comes in. It will help you gather valuable information about your customers so you finetune your future customer service campaigns. These programs provide you with the latest insights into your consumers, and you can analyze the latest marketing analytics in real time.
Customer satisfaction is one of the most crucial components of your business, and you need to take it seriously. Research shows that people tell their friends and family after a negative customer service experience; consumers read online reviews before they make a purchase; and customers are likely to spend more money if they receive good service.
Using marketing software will help you optimize your customer service tasks and grow your business. Click here to find out more about iSnap.