Prospecting a new client costs ten times more than keeping an existing one ; a common saying repeated over and over again. Yet it has been quantitatively proven– a satisfied client is your best ambassador by word of mouth.
You believe you know your strengths and weaknesses, but are you sure that your clients are honest when they say what they think of your services?
Why don’t your apparently “satisfied” clients come back to see you?
How can you organise and accurately quantify your strengths and your areas for improvement?
Where can you obtain information about the aspects of your services that most influence overall satisfaction and explain client loyalty to your company?
Working on Quality Experienced by interviewing real clients enables:
Identifying relevant indicators that measure the overall satisfaction of the service,
Observing the loyalty indicator which measures the strength of your relationship with your clients,
Collecting the data provided by the loyalty indicator,
Using complaints to improve overall satisfaction, make recommendations, and win back clients,
Understanding client satisfaction using tools such as satisfaction scoring, contribution analysis and satisfaction mapping.
Determining the priority of actions maximises the impact of improvement tools on client satisfaction and enables you to anticipate potential reasons for discontent.
In our opinion: the best observation tool is comparison
This method should be used in conjunction with those used to measure Quality Delivered which allows you to monitor the evolution of client satisfaction.
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