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Customer satisfaction has always been crucial to the health and growth of a business – but in this age of social media, unhappy customers wield greater power than ever before. An angry tweet, blog post, or Facebook rant may go viral, causing irreversible damage to a brand. On the flip side, satisfied customers – your brand “ambassadors” – often promote and recommend their favorite businesses to others, increasing both loyalty and revenue.
According to Forbes.com, poor customer service costs $338.5 billion globally each year. In the United States alone, that’s about $83 billion, or an average of $289 per lost relationship, making customer satisfaction research a hugely important industry.
Before the 1980s, businesses largely focused on the quality of their products and were rarely consumer-oriented. This approach gradually changed as big-name consultants and management gurus gained prominence and advocated the importance of good customer relations.
Later developments included Computer Assisted Telephone Interviewing (CATI), new B2B research techniques, and the birth of advanced CRM systems. Now much of today’s customer satisfaction research takes place on-line.
Emolytics is at the forefront of new trends in analytics and data collection. Our scientifically designed feedback tool is highly effective at measuring Customer Satisfaction Score (CSAT)and other key performance indicators (KPIs) on a continuous day-to-day basis. Unlike conventional measurement tools, many of which only generate a few reports each year and do not provide sufficient data for sound decision-making, our high customer response rate means real-time KPI data you can implement immediately in order to improve customer service.
