As we know well, the minimum requirement for consumer loyalty is customer satisfaction, a concept that needs to be thoroughly understood and sought by companies.
Recently, Salesforce developed the three infographics shown below on customer satisfaction and how to improve it. As reported by Ritika Puri:
“Customer satisfaction is one of the toughest, most abstract concepts to capture and measure. Satisfaction is often in the eye of the beholder, and if you’re using a tool like a survey, you’re relying on self-reported data that presents only one side of the story. In addition, “success” is multi-faceted: A customer may be happy overall, but there may be some hidden deal-breakers that are hurting your retention metrics. So how do you tackle this challenge and improve your customer satisfaction scores? Measure success from a few different dimensions. In addition to understanding why your customers are happy, you should focus on specific elements that contribute to overall success.”