Customer satisfaction is a term that is frequently used in marketing. It is a measure of how the products and services provided by a company meet the expectations of the customer. Customer satisfaction is defined as “the number of clients, the percentage of total clients, the report of their experience with a company, their products, or services (rating indices) exceed the levels of satisfaction of the company.
Although today most companies proclaim that satisfaction and customer service are among their priorities, the reality faced by the latter (in the form of unfulfilled promises, answering machines, long queues, etc.). ) rather confirms the opposite.
The link between customer satisfaction and the profits of companies is manifested, for most of them, in the following indicators:
- The Fidelity. The likelihood that satisfied consumers repeat a purchase is much greater if a high and repeated degree of satisfaction has managed to create a feeling of loyalty in them.
- Verbal recommendation. The strength of a verbal recommendation is greater than that of all advertising of a company as a whole. Each industry is affected in a different way.
- Extra prices. The customer is willing to pay an extra price if the product stands out for its excellent quality and excellent service. Consumers of most products and services take into account their reputation every time they compare with each other.
- Higher level of sales. The companies with a high level of satisfaction get that the preference of their customers extends from one to several own brands more and, consequently, increase their sales.
A definition of the concept of “Customer Satisfaction” can be found in ISO 9001: 2015 “Quality management systems – Fundamentals and vocabulary”, which defines it as “the client’s perception of the degree to which they have been met your requirements”
For us at PROJECTS R&F USA Knowing our clients in a fundamental importance, we bet on success and excellence in our work. Measuring the satisfaction of our customers, in addition to being a requirement in chapter 9.1 “Monitoring and management” of the ISO 9001: 2015 standard allows you to have a company that will help you improve your strategies are more convenient.
In PROJECTS R&F USA we are developing according to ISO 9001: 2015 a series of instruments that allow us to measure the degree of customer satisfaction in a reliable manner. Soon we will be informing all our clients what this instrument and its application consists of, which will result in a higher quality of service provided.
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