Customer Satisfaction: A Priority for Every Business
Customer satisfaction is paramount for all businesses that want to be there in the game for the long haul. Improved customer satisfaction translates into customer retention, which in turn significantly reduces customer acquisition costs. Studies indicate that acquiring new customers can cost 6-7 times more in comparison to the cost of retaining existing customers. It has also been revealed that reduction in customer defection can significantly boost profitability. This is why customer satisfaction is a priority for most leading businesses.
What keeps customers happy?
As per studies, customer satisfaction levels are influenced by various factors such as:
On-time delivery: Customers expect their delivery to reach them within the scheduled time period. Delay in delivery often upsets customers and they may develop negative perceptions about the brand. Ours is an interconnected world and delay in delivery at the customer’s end might delay other related things. This is why on-time delivery should be a priority for every business.
Delivery updates: Customers also start to get jittery when they are not able to get updates about the delivery. This is not about the delay in delivery; rather, it’s the lack of a proper system that can provide regular updates about the status of the delivery. Customers may even be okay with some delay in delivery, but they feel really lost if the delivery status is not communicated to them in a consistent manner. Customers worries are quite genuine in this regard since they have to be there to take the delivery. In the absence of delivery updates, customers may have to wait forever to take the delivery. Something like this will majorly impact customer satisfaction level.
Responsiveness: This includes all the communications and interactions that take place in relation to the customer’s order. Businesses should have a dedicated communication system to respond to customer’s problems and queries in real time. If the customer gets a proper and timely response, it would boost customer satisfaction levels.
How can technology boost customer satisfaction?
To boost customer satisfaction, businesses can deploy advanced technology systems such as RoadCast. Using RoadCast’s GPS-based supply chain management system, businesses can track each and every delivery in real-time. They can track the route as well as the driver’s and vehicle’s performance to ensure that the delivery reaches its destination within the scheduled time. Information can also be provided to customers so that they can track their delivery and get regular updates. RoadCast’s advanced technology framework has eliminated the potential for human error, thereby ensuring reliable and accurate information sharing with customers at all times. It is a must for businesses that want to transform their operations and ultimately boost customer satisfaction.