What is customer satisfaction?
The question may seem superfluous, but it seems important to america cell phone number list give a little reminder! Satisfaction , to begin with, is the feeling of pleasure resulting from obtaining what one judged desirable .
Customer satisfaction is therefore the feeling experienced by a customer after obtaining one of your products or services.
This measure, which we will even call a key performance indicator , allows companies to evaluate whether the customer experience was positive or not: did the product or service meet or exceed the prospect's expectations: positive satisfaction; or negative satisfaction therefore.
customer-satisfaction-meeting-feeling
Your customers do not see your products or services as an end, as a whole, but rather as a set of different possible benefits . Who has not already tried to rationalize a purchase to convince themselves that they are making the right decision:
price : “the price is correct considering the quality and prices offered by competitors”
quality and lifespan : “the product in this range is much more durable, it is an investment that I am prepared to make because I would not have to renew my purchase too often”.
materials : “wood is known to be much stronger than plastic, and also more environmentally friendly”
Ex : The “Pogo” by Ligne Bleuet” (any resemblance to a timeless sofa model is completely coincidental), is a product that you keep for at least 40 years. So, if you reduce the sofa budget to the monthly rate, it is cheaper than spending €750 every 5 years for an entry-level two-seater. On the other hand, when buying, the investment is substantial.
When is a customer considered satisfied?
Being a customer does not necessarily mean being a satisfied customer . And a satisfied customer is not necessarily an ambassador , the one who recommends you to Aunt Suzanne's dinner on the weekend.
Similarly, not all customers complain openly when they are not satisfied with a product, even if we increasingly see this type of message on social networks, on Google my Business or on online review sites.
A customer is satisfied when the product or service he has purchased meets or even exceeds his expectations .
In other words, a customer is satisfied when the perceived post-purchase quality exceeds the quality expected pre-purchase. This perceived quality can depend on 3 dimensions:
the overall and intrinsic quality of the product : can we objectively say that the quality is there?
perceived reliability : was the advisor reassuring during the purchase? Does the initial guarantee allow us to reassure ourselves about its durability over time?
customer experience : from identifying the need in the pre-purchase phase (and therefore when you find out information on the web, like 80% of today's consumers according to IFOP) to delivery: how did the purchase go?