How to boost customer satisfaction

Customers are the backbone of any business. In a competitive industry like eCommerce, new businesses spring up every day. But the power of buying choice solely resides in the hands of the customer.

What is customer satisfaction

Customer Satisfaction is the term typically used as a measure of how products and services supplied by an organisation meet or exceed customer expectation. Customer Satisfaction is usually captured through the distribution of surveys, asking customers to describe how satisfied they are with various touchpoints in their experience with the organisation – scoring on a scale and providing verbatim comments

+790

Partners

 

1181

customers

85%

Growth

98%

Success rate

Act based on feedback

Perform a customer journey analysis with the VoC data and eCommerce KPIs you’ve collected. Use your customer satisfaction measurement tools to gain insights on how to improve unique touchpoints with customer journey mapping. Then, identify gaps between what your company thinks you’re providing and what customers actually experience. That’s true customer experience management.As you let your customers tell you themselves how to improve customer satisfaction, you have the knowledge on make them happier! Improve consumer satisfaction and loyalty to ultimately cut costs.

How we can boost your customer’s satisfaction level

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Measure customer satisfaction.

Improve website navigation.

helpdesk star solution

Simplify the checkout process.

Why focus on customer satisfaction?

Customer satisfaction in eCommerce is the way to differentiate your shop from your competitors. Particularly as the two basic shopping goals of consumers are customer satisfaction and customer service. Therefore, it’s essential your eCommerce user journey is consumer-centric. 

Consider these 3 statistics:

  1. 72% of customers will tell 6+ people about their good experience (2).
  2. It’s 6-7x more expensive to acquire a new customer than to keep a current one (3).
  3. On average, loyal customers are worth up to 10x their first purchase (3). 

Happy customers often provide free advertising as they’ll tell others if they like your company. And not only are satisfied customers cheaper to retain than getting new ones, they’re more likely to buy from you than new customers. (And more likely to buy much, much more.)

Track your eCommerce KPIs

How to measure customer satisfaction during the eCommerce user journey? Select and monitor one of these eCommerce KPIs (Key Performance Indicators) for measuring customer satisfaction in your shop.

  • Net Promoter Score (NPS) measures customers’ long-term loyalty.
  • Customer Satisfaction Score (CSAT) measures satisfaction at particular moments in the customer journey.
  • Customer Effort Score (CES) measures customer satisfaction based on ease to complete a specific task.

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Daisy Morgan

Digital Officer

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Betty Hill

Social Media

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Robert Junior

CEO and Founder