3 Ways to measure customer satisfaction and improve it

Federico Baronti
Mar 20, 2024 5:15:00 PM

In today's competitive market, understanding and improving customer satisfaction has become a fundamental pillar for the success of any business. Advances in digital technology have provided innovative tools that allow organizations to accurately and effectively measure how their customers feel about their products or services. This article explores three essential methods to measure customer satisfaction and improve it by taking advantage of the latest trends.

Businesses must self-assess and use the outcomes of these evaluations to transform and make informed decisions. This emphasizes the significance of measuring customer satisfaction; enhancements remain out of reach without quantifying it. Tracking customer satisfaction metrics isn't just about gathering data—it's about initiating necessary changes to elevate the customer experience.

What does customer satisfaction mean?

Customer satisfaction measurements refer to the degree to which a company's products or services meet or exceed customer expectations. It's an indicator of potential repeated purchases in the future (customer loyalty), which influences the company's profitability and sustainability in the long term. Measuring customer satisfaction involves collecting, analyzing, and acting on customer feedback regarding their experiences with the company.

3 Ways to measure and improve customer satisfaction

Mastering the art (and science) of gathering, interpreting, and leveraging customer feedback is necessary to elevate customer satisfaction. That's why exploring the following ways to measure the happiness levels of your customers can make a difference:

1. Tracking the Net Promoter Score (NPS)

    •    Definition and application: The NPS measures customers' willingness to recommend a company's products or services to others. A single question, "How likely are you to recommend our product/service to a friend or colleague?" can provide a powerful measure of customer loyalty.

    •   Improvements based on NPS: Analyzing NPS trends and the reasons behind the scores can help companies make strategic adjustments in their product or service offerings, thus improving customer satisfaction and loyalty.

2.  Customer satisfaction surveys

    •    Definition and application: Customer satisfaction surveys are a direct tool for collecting customers' feedback. They can be sent after a ticket is closed, and the questions are concise and focused to obtain qualitative and quantitative data.

    •    Improvements based on surveys: Analyzing the responses allows identifying areas for improvement in products or services. Implementing changes based on this feedback can significantly increase customer satisfaction.

Customer satisfaction surveys enhances customer experience if you act on it

3. Sentiment analysis

    •    Definition and application: Using AI for sentiment analysis helps assess customer opinions on Jira tickets. This resource allows companies to monitor customer mood in real time and instantly understand customer perception.

    •    Improvements based on sentiment analysis: Using this feedback to proactively respond to customer concerns and adapt communication strategies can improve service satisfaction, perception, and customer satisfaction.

If you're using Jira Service Management for customer service support and you're looking to start pushing up the satisfaction of your customers about your products and services, a solution available in the Atlassian Marketplace, such as Gomood, will help you save time and centralize all the necessary information to boost customer experience, as you can see in the video below:


Enhancing customer satisfaction, is critical in today's business environment

Measuring and improving customer satisfaction is essential for success. Techniques such as customer satisfaction surveys, sentiment analysis on social media, and tracking the NPS offer companies valuable tools for understanding and improving the customer experience. Implementing data-based strategies to address customer concerns increases satisfaction and fosters loyalty and long-term growth. Ultimately, commitment to customer satisfaction must be an integral part of the corporate culture, driving all decisions and strategies.


Analyze customer sentiments in Jira now

Are you ready to skyrocket customer satisfaction? If you're using Jira Service Management and focused on scaling your business, having happy customers is a way to do so.

Learn more about a solution like Gomood, which is available in the Atlassian Marketplace. It helps to save time and centralize data to measure and improve customer experience.


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