Customer satisfaction is a critical component of a successful small business. According to research, over 80% of people will likely do business with a company that provides excellent customer service. Ensuring your customers are happy and satisfied with your products or services can significantly impact your bottom line. It can also benefit your business in several ways, including those listed below. 

• Drive customer loyalty 

It’s well-known that dissatisfied clients will likely share their negative experiences with others. And, with 90% of Americans using social media, sharing their negative experiences is simpler than ever before. For instance, it is common to see disappointed customers make a Twitter thread about their negative experiences with a business, which can easily go viral and cause their followers to distrust your business. However, prioritizing customer satisfaction and adjusting to negative comments may help your company get positive reviews and, as a result, more customers.

• Learn about your support teams’ performance 

Customer satisfaction metrics and benchmarks help you assess your audience’s feelings and inform you how the support staff performs. You may employ a few metrics, including initial response time, resolution time, and number of transfers, to help you understand client satisfaction levels. Assessing your resolution time can enable you to understand how much time a support agent resolves an issue and whether it could be handled more swiftly. Likewise, initial response time highlights the pain points in your support teams’ capacity to respond promptly to customers’ queries. Meanwhile, it can be frustrating for customers to get transferred to several agents and start over again. Your customer satisfaction levels can increase if your transfer frequency drops. 

• Encourage repeat customers 

According to a Shopify study, repeat customers are likely to buy more and have a higher average order value than first-time customers. Clients who are pleased with your services are more inclined to buy from you again. For this reason, it is recommended to use a customer satisfaction survey to find out. This simple method allows customers to score their satisfaction from 1 to 10. Customers who give a rating of 7 or above will be willing to buy from your company again. A score of 6 or lower should give you a reason for concern as they are dissatisfied and could provide a significant attrition risk. Think of customers that rank you 9 or 10 as your eager and more committed advocates and possibly use them to advertise your business.

• Standout from your competitors 

Customer satisfaction can make or break a brand. In the current highly competitive environment, client satisfaction must be the focal point of your customer strategy. Brands with poor levels of consumer satisfaction are likely to fail in the future. Employing tools such as a well-designed ecommerce checkout process can help make your brand stand out in a crowded marketplace. Optimizing your checkout flow and implementing features that meet your customers’ needs can create a seamless, frictionless experience that keeps customers returning and drives word-of-mouth referrals. Plus, a great hosted check out for e-commerce businesses can create a positive impression of your brand and help differentiate you from competitors who may not prioritize the checkout experience.