Customer satisfaction is at the core of brand loyalty and customer repurchase. For instance, on average, Americans will share a positive experience with nine people and negative experiences with 16 people. In other words, data on positive experiences allows the company to recreate these experiences in the future. Meanwhile, data on the negative experiences allows the company to take suitable corrective actions. To sum up, the key benefits of of customer satisfaction surveys include:
- Customer feedback provides insight to improve your product or service.
- It helps in creating brand loyalty.
- Satisfied customers will refer you to other potential customers.
- Negative feedback is an opportunity for internal course correction.