Customer satisfaction depends on many different variables linked not only to the quality of products and services themselves, but also to perceived relationship quality. Competition between brands is more intense than ever, so measuring how satisfied each of your customers is will help you prevent customers from leaving and enhance engagement. Thanks to our Voice of the Customer (VOC) solution, you can do this in real time, instantly recording and analysing any type of feedback in order to identify potential discrepancies between your customers’ expectations and your company’s actual performances.
We define, with you, the key factors surrounding your customer service that influence satisfaction levels, such as relationships with your sales personnel, punctuality of deliveries, reliability of the products and services received, and technical assistance. We interview customers and design custom indicators for you that will enable you to monitor customer satisfaction levels as well as the effectiveness of actions implemented to improve customer relations. By monitoring your Net Promoter Score (NPS), you will know the extent to which your customers are promoting your products and services, and identify the best actions to take to turn your customers into your best ambassadors.