Professional Documents
Culture Documents
English Work #2
English Work #2
WHAT IS CUSTUMER
SATISFACTION AND WHY IS IT
IMPORTANT
ENGLISH 2
PROFESSOR: DINA AVIDAS
DICK RICARDO CABRERA CABRERA
11-700-793
2023
Index
Introduction Pag. 3
Conclusion Pag. 9
Bibliography Pag. 12
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Introduction
If there is one indicator that every company should worry about, it is customer
satisfaction. This is because consumer expectations are higher than ever and the
forms of interaction are faster and faster. By measuring satisfaction, the company
can understand the points to improve the business and identify new opportunities
for growth.
To give you an idea, 63% of people expect brands to have a consistent experience
across all interactions. The data, published by Think With Google, shows that
brands must observe and measure customer satisfaction with the products or
services offered.
The levels of satisfaction must also evolve over time, since at different times the
interests of consumers are not the same, and the demand is always varied and
diversified, but never unique and constant, which makes the owners of brands and
of companies, are always finding out the levels of satisfaction of their clients in
relation to the proposals they have in the market.
Next, the level of satisfaction and its importance in companies and brands will be
presented in full.
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Methods to measure customer satisfaction
Launching satisfaction surveys is a good way to understand the level of content
and the expectations of the target audience. By raising the positive and negative
points of the brand, it is possible to have a direction for the decisions to be made.
There are several methods of satisfaction surveys to implement in your business
strategies. Get to know some of them:
Forms
Forms are among the most traditional methods of customer satisfaction surveys
and can be easily applied: by email, phone, in person or on social media.
When preparing the survey form, it is necessary to pay attention to the issues
raised: they should provide an overview of the client's vision. Questions should be
very objective, after all, you wouldn't want your research to be misleading, would
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you? In addition, opening a space for comments and suggestions can help to raise
specific points of like or dislike.
The secret of the forms is to focus on the critical points that you think are best
studied. So think carefully about the survey format and avoid being too long.
Likert scale
Likert scale questionnaires are very interesting when evaluating customer
satisfaction. This is because the method consists of asking the interviewee for
affirmative or negative phrases. For example:
Are you satisfied with the services of company X?
a) Strongly disagree
b) Partially disagree
c) I neither agree nor disagree
d) Partially agree
e) Totally agree
Thus, it is easier to identify the consumer who has a preference for the company or
who has not had such a pleasant experience. On the other hand, research using
the Likert scale can frustrate those who need hard business data, this is because
the terms "fully" and "partly" can create data analysis based on subjectivity.
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Where will the data be collected?
After structuring the investigation, it is time to collect the responses. There are
many ways to reach the interviewees: by email, SMS , WhatsApp or social
networks. A tip to optimize the launch of surveys is to use a chatbot, so it is
possible to create a dynamic and humanized dialogue.
Finally, you need to analyze the data and gain insight from the overall results. In
this part, it is important to look at the data that attracts the most attention: the best
and the worst responses. When something turns out very different from what you
imagined, try to find answers that justify the result or improvement practices.
Speed
Satisfying the consumer is a challenge, especially when we are in the midst of new
technologies. That's because, as digital provides an immediate experience, the
consumer becomes more impatient. Still in the Google survey, 53% of users
abandon pages that take more than three seconds to load.
This means that the speed of a website can be a tipping point when it comes to
pleasing the target audience or not. Much more than that, companies must be
concerned with offering a fast and smooth experience in all media, both online and
offline.
Proximity
Connecting with the public through personalized experiences has a positive impact
on the results of a company. Maybelline, for example, created a different strategy
when launching its facial contouring line: Just before sales opened, the brand put
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up demographically and intent-tailored makeup tutorials on YouTube. The result of
the action brought more than 9 million views.
Proximity is the key for brands to have a positive impact on their audiences. You
need to embrace personalization not just as a feature, but as a strategy. For this, it
is important to observe signals about the consumer, see their browsing habits and
shape experiences.
Presence
If you want to make your customer happy, there's no point impacting them on just
one medium, channel, or device. The company needs to be present in all
communication channels, offering coherent and conversational experiences.
To cover this need, there are concepts such as omnichannel. The strategy links
different communication channels , online and offline, to strengthen the relationship
with the consumer and guarantee an integrated experience. The customer can, for
example, discover the product on the web and complete the purchase in the
physical store.
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Conclusion
As the years go by, customers always evolve in their demands before a product or
brand, since the needs are not constant but rather variations, which causes new
demands and innovations in brands and products.
Really being satisfied with a product brings many advantages, which can bring
immediate benefits to a company such as recommending it to other people, which
brings as an immediate consequence an increase in demand and therefore can
increase the supply.
You should not change a brand for the simple fact of doing it, since it can bring
negative results, if the satisfaction is bad, then it is evaluated and changed, but if
not, no.
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Picture Gallery
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Bibliography/ Resources
https://www.customer-alliance.com/es/resources/article/importancia-de-la-
satisfaccion-del-cliente-guia-para-negocios/
https://www.euroinnova.cr/blog/por-que-es-importante-satisfacer-al-cliente
https://blog.dinterweb.com/valor-del-producto-vs-valor-del-cliente
https://www.zenvia.com/es/blog/satisfaccion-del-cliente/#:~:text=%C2%BFQu
%C3%A9%20es%20la%20satisfacci%C3%B3n%20del,lo%20que%20piensa
%20el%20p%C3%BAblico.
https://www.faxvirtual.com/blog/la-importancia-de-la-satisfaccion-del-cliente/
https://elviajedelcliente.com/satisfaccion-del-cliente/
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