Let's start with a couple of questions: Why is customer feedback important to Service providers? How do customer satisfaction scores help you make better business decisions for your customers?
From the vantage point of a customer, there have probably never been so many options as there are today when it comes time to pick a business vendor. Not only are there tons of options to choose from, but it’s also easier than ever to get testimonials (good or bad) from others who have worked with a given business.
So as a Service Provider, what power do you hold that can help you ensure your customers are happy and therefore spreading positive, word-of-mouth referrals for your business? Enter Customer Satisfaction, or CSAT: a measure of the degree to which a product or service meets the customer’s expectations. Customer Satisfaction is tracked through survey responses and those results can be linked back to 4 main benefits to help keep a pulse on your customers as a Service Provider:
- Satisfied customers are loyal customers. Because CSAT survey results quickly identify any issues at hand, it also gives service providers a chance to resolve the problem before it blows up. This helps reduce churn which is key for any MSP, large or small.
- Identify ideal customers based on feedback. As we recently discussed in a podcast with Richard Tubb, not every customer will be a match for your MSP. By tracking survey results, you’ll not only realize which customers are the best match for your business, but you’ll also take note on the types of customers who cause the most pain… and avoid signing that service contract in the first place!
- Understand which products or services need to be added or improved. If you aren’t constantly asking for feedback, you may not realize that there’s room for an upgrade. Maybe it’s a new report, an additional service, or even a new process to be implemented - whatever the case may be, a survey can often be the fastest way to identify what your customers want.
- Turn customers into promoters of your brand. When your customers see that you take their opinions seriously, and work hard to keep them happy by addressing problems ASAP, they’re more likely to spread positive word-of-mouth reviews about your MSP!
To learn more about CSAT, how to monitor your customer surveys in real time, and keep a single view of all the metrics that run your business, check out our recent integration with SmileBack.
