The basic rule of marketing is that the best source of additional income is through existing customers
. The question however is what do you have to do to keep them coming back to you. The answer lies in Customer Satisfaction. There is no doubt that marketers have realized of this factor long back. The problem however lies on how to measure it analyze it. In the past this concept has always remained vague. Opportunely the retail marketing software has made contentment metrics commonly available to large as well as small businesses. There is a straight association between repeat business and customer satisfaction. This answer lies in customer satisfaction survey.
Surveys help you understand your customers!
The starting step when it comes to customer satisfaction is to make a survey. Keeping your business trends in mind and business analytics you can make a list of questions that will help you with your customer concerns. Most customer satisfaction surveys use Likert-scale questions. The Likert-scale questions mostly range from "strongly disagree" to "strongly agree". There are different ways to conduct the customer satisfaction survey. Once you customer survey is over you can have the statistical tool which will help you see the big picture. This will help you understand the relationship between the questions. It puts diverse questions into three or five categories of questions and this will help you analyze those customer surveys.
A widely used template is RATER model for grouping responses to such surveys. It includes factors like Empathy, Tangibles, Reliability, Responsiveness, and Assurance. These factors have special meanings in diverse business types. The importance of one factor will also be different in different business types. The first step toward improving customer satisfaction is to understand how these factors are related and where you stand on all of these factors. You can get this and more, all you have to do is click on the link below.