What is a Customer Satisfaction Survey?

Companies that take the customer effect back to the design process "when necessary" and can update themselves are the ones that manage to implement the "customer-oriented" working philosophy. The first movement that creates a domino effect on this chain is to give customers thanks to feedback. Customer satisfaction is the ability of an organization to influence and acquire its customer and keep it in hand over time. Customer satisfaction research or customer satisfaction measurement is a management information system that regularly monitors the customer's voice with performance evaluations. Key objectives of customer satisfaction research • Understanding the expectations and needs of all customers. • Identification of how well a company, itself and its competitors meet these expectations and needs. • Development of a product and/or service standard according to the results obtained. • To examine trends over time and to ensure timely (without delay) behavior. • Comparison of service between customer satisfaction survey and previous periods. Determination of awes that will raise awareness, • Determination of unmet expectations, • It allows to determine the value of customer satisfaction within the brand perception and reputation, • Interpreting the degree to which objectives are accomplished by establishing priorities and standards. The biggest contribution of the measurement process is that it provides the company with some numerical indicators and provides the opportunity to establish a dialogue and maintain its relationship with its most valuable asset, its customer. With this feature, it is not only a measurement for companies, but also gains importance as a marketing tool. High customer satisfaction must be continuous. Sustainable customer satisfaction can only be achieved with continuous quality service. The quality of service and the performance of the service points should be monitored regularly. Although customer satisfaction surveys and measurements vary by sector, it is recommended to do it 2 or 3 times a year. Click here to get proposals /information for customer satisfaction research-measurement analysis