What does the customer satisfaction survey include?

Customer satisfaction survey is used to measure the degree to which an enterprise or an industry meets or exceeds customers' expectations of buying products. The process of measuring customer satisfaction is customer satisfaction survey.

It can find out the key factors directly related to customer satisfaction or dissatisfaction (reflected by statistical indicators, sometimes called performance indicators), measure statistical data according to customers' views on these factors, and then get comprehensive customer satisfaction indicators. It is also the fastest growing and most widely used survey technology in the market research industry in recent years.

Extended data:

The role of investigation:

First, it can embody the concept of "customer-centric":

Enterprises depend on customers, so they should understand their current and future needs, meet their requirements and strive to exceed their expectations. Nowadays, the quality management system widely implemented in the world can help enterprises improve customer satisfaction. For example, customers require the characteristics of products to meet their needs and expectations. In any case, the acceptability of the product is ultimately determined by the customer.

However, customers' needs and expectations are constantly changing. Just because customers are satisfied at that time does not mean that they will be satisfied in the future. If the customer asks, the enterprise will be in a passive position, and there will inevitably be neglected aspects.

In order to take the initiative, enterprises must understand the changing customer needs and expectations through regular and irregular customer satisfaction surveys, constantly improve products and provide product processes, and truly take customers as the center.

Second, determine the enterprise customer satisfaction strategy

The purpose of customer satisfaction survey is not only to get a comprehensive statistical index, but also to find the key factors that affect customer satisfaction through survey activities, so as to prescribe the right medicine and formulate effective customer satisfaction strategies in the process of improving customer satisfaction.

The measurement of customer satisfaction should always consider the situation of competitors and compare them to determine the degree of success of enterprises and their main competitors in meeting these expectations and requirements, that is, where are their strengths and weaknesses. This will enable enterprises to know themselves and formulate appropriate competitive strategies.

Baidu Encyclopedia-Customer Satisfaction Survey