Measuring Customer Satisfaction

How does a service provider measure customer satisfaction? It can be tough. Here’s my rule of thumb. If a person uses your services again, it’s likely they were satisfied. It they go elsewhere, they were not. That’s it. 

We’ve tried everything from fill in the blank mailers to calls to customers for feedback. Some who’ve given us 5 star feedback went elsewhere at times. It’s my claim that if a customer reports satisfaction, yet goes elsewhere next time they were not satisfied enough. 

Here’s what to look for. If you can report that 70 – 80 percent of your business is repeat, then you are delivering satisfaction. That leaves around 25% new business to earn, and get them to the 70–80 percent repeat. 

Do what you say you’ll do. Consistently. Go for it.

Submitted By Dale Maples, owner