How To Measure Customer Satisfaction Levels

Customer satisfaction is one of the things that must be seriously considered for a business to grow. This is because unless your clients like what they get from you, there is no way they will want to buy from you again. However, how do you know if your customers are satisfied? Indeed, measuring customer satisfaction levels is sometimes a big challenge to many business owners. This should however not be the case because there are things, both simple and complex, which you can use to determine this. Here are some of them.

Use Surveys

Unless your customers contact you, it might not be easy to know whether or not they are satisfied. Because of this, you can use surveys in order to be sure of what they exactly think about your services. This can be through phone calls, emails or even questionnaires. It depends on how you interact with your clients and the specific method that best applies to them. In most cases, customers who have a good relationship with you will answer the questions posed through the surveys and this will give you an idea of what to do in order to make the situation more favorable for all the parties involved.

Returning Customers

Another way to measure customer satisfaction levels is by looking at the number of repeat clients. These are the people who will buy from you any time they have a need. If clients are happy with what they get from you, there is no doubt that they always will come back. You however need to be careful with this considering the fact that some repeat customers could be because of the fact that they do not have any other place to buy from especially when you are the only one selling in their area.

They Refer Others to You 

It is quite easy to know if a client if happy with you when they tell their friends, family and colleagues about you. A happy client will refer their friends to you when they realize that there is something that you can offer from. This is because they care about the well being of those around them and so, they would never dare to refer them to you unless they know that you are the right person. You also need to check if the referrals are growing or if they are reducing and whether those referred to you come back after the first encounter.

Analyzing the completion in the market and how it impacts on your business is another way to measure customer satisfaction levels. If there are many other similar businesses but your loyal clients still stick with you, they definitely are satisfied. On the other hand, if they are slowly drifting away and preferring to buy from the others, it is an indication that there is something that they do not like about you and your business. This is the time that you should act very fast and fix the problem before it brings your business down.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.