Creation of customer satisfaction analyses

The main reasons for conducting a customer satisfaction analysis are:

• Determining the overall satisfaction of the customer with the company's performance.
  • By analyzing company processes and evaluating them through customer feedback, identifying potential areas for improvement/optimization.
  • Deriving targeted recommendations for increasing customer satisfaction.
• Word-of-mouth promotion by customers.
  • Dissatisfied customers share their negative experiences with 10 to 13 potential customers.
  • Satisfied customers share their positive experiences with only 3 to 5 additional potential customers.
• Customer retention.
• Determining satisfaction serves as a customer retention tool.
• The customer feels valued!!!!!!!!!
• Retaining a loyal customer is more cost-effective than acquiring a new one.

The essential goals to be achieved through the implementation and measurement of customer satisfaction are:

• Capturing current customer satisfaction levels.
• Increasing customer retention and loyalty.
• Capturing employee perspectives on the results of the CSA (root cause analysis) to positively involve affected employees in the change process as stakeholders. This is the only way to implement the change process effectively.
• Increasing the profitability of the company.