Delighting customers and achieving high customer satisfaction scores in this environment is ever more difficult. At the same time our lives are ever more complicated with higher stress levels.

We now have products available to us that would astound our great grandparents and yet we quickly become used to them. Add to this our world of ever exacting standards. We don’t jump up and down with glee saying “isn’t it wonderful, it actually worked”. When we buy a product or service, we expect it to be right. Why is it that we can think of more examples of companies failing to satisfy us rather than when we have been satisfied? There could be a number of reasons for this. Why Customer Satisfaction Is So Important Conducting a customer satisfaction survey is a good way to start measuring where you stand in terms of customer loyalty. Therefore, when we win a customer, we should hang on to them. Statistics are bandied around that suggest that the cost of keeping a customer is only one tenth of winning a new one. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust. It seems self evident that companies should try to satisfy their customers. Subscribe to the B2B Insights Newsletter.Customer Loyalty Research & Touchpoint Surveys.Brand Positioning & Perception Research.

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