Customer Satisfaction Survey is one of the most invaluable tools used by companies globally to measure how products or services provided by them meet or exceed the customer’s expectations. Satisfied and happy customers provide businesses with the competitive edge that they need to differentiate themselves from other players in the market.
Measuring satisfaction is essential for every company, be it a B2B or a B2C, and is a proven leading indicator of customer retention and loyalty. Customers who rank a business high on satisfaction become its advocates and can then be leveraged to reach a larger audience. However, focusing solely on the score doesn’t have much meaning for the company, if actionable feedback isn’t collected. Measuring satisfaction is valuable when you learn from it and formulate a strategy based on what you learnt.
At Seamless Distribution Systems, we put customers as our top most priority and their feedback and comments are used to continuously bring improvements in our operations, offerings and ways of working. Being advocates of agile, we strive hard to maintain unwavering quality standards for our customers. We perform iterative work collaborations between cross-functional teams and gather customer feedback at each stage to ensure that we not only meet but exceed our customer’s expectations. To gauge the satisfaction level of our customers on various metrics, we conduct Customer Satisfaction Surveys. For the year 2016, the results are in and we’re very excited to share them with you!
Respondents were asked a series of questions, to be scored from 1 – 10, with 1 being the lowest and 10 being the highest. The questions ranged from scoring SDS on responsiveness, value delivered, quality of support services to the likelihood of future partnerships. Overall satisfaction score is considered to be a culmination of all the factors that form a satisfied customer and is calculated by averaging out the scores for individual questions.
Our customers rank us highly on being customer centric and appreciate our:
- Solid, stable and robust platform
- Strong support and implementation process
- Product reliability
- Strong engineering solutions
- Focus on building and sustaining a good customer relationship
After the results of customer satisfaction survey are gathered and compiled, they’re mapped upon a satisfaction matrix (Source: Circle Research) to create action pointers on us with relation to our products, service or relationship with the customer. Based on where the factors and individual customers fall on that matrix, action plans are made to either emphasize, maintain, monitor or bring improvement to our operations.
We continue to use the feedback to improve and evolve our business to maximize value for our customer. A complete picture of the results can be viewed below: