Getting customers to return, OR getting them to brag about you to family and friends completely changes the economics of your business. Top producers already know this and rely heavily on referrals to grow profits.
High customer satisfaction leads to more and easier referrals. A Satisfaction Survey is the absolute best tool to:
- Establish a baseline satisfaction index for critical areas;
- Define strengths & weaknesses compared to industry averages;
- Harvest possible marketing material: "Independent survey shows 3 out of 4 clients would recommend our service to close friends & family."
There is nowhere to hide
Internet search providers are moving towards incorporating a "customer review" index into search results. The writing is on the wall. Bad customer experiences will bury those with sub-standard service.
"Never has a high customer Loyalty Index been more valuable than right now. Lenders with high customer satisfaction will find themselves at the top of the search results."
An effective customer satisfaction survey program should focus on measuring customer perceptions of how well the company delivers on the critical success factors and dimensions of the business. These usually include factors like integrity, service promptness and staff responsiveness.
The HUG customer satisfaction solution includes industry standard survey templates, a platform for hosting data collection, automatic notifications, and an advanced suite of analysis tools for analyzing customer satisfaction.