Why Customer Satisfaction is Key to a Startup’s Success

Customer Satisfaction is a very important domain for anyone who wants to have a successful business. Being abstract in nature, it is not measurable. So Consumer Satisfaction Survey is devised to gauge Customer Satisfaction. It is considered to be a good indicator of customer satisfaction.

Customer Satisfaction Surveys ask simple questions to the customers regarding the company, its goods and services and how satisfied or dissatisfied they were.

Customer satisfaction surveys can benefit an enterprise in more ways than it may anticipate. It helps companies to know their customers better, improve customer service. Most importantly, it helps the company in evaluating and improving itself with all the feedback and suggestions given by users. Companies construct customer satisfaction questionnaires and conduct them every now and then. If they place their questions tactically in these surveys, then they can avail maximum benefit with the help of this single feedback mechanism.

Why target a satisfied customer?

Satisfied customers are more loyal, buy more of your products and add significantly to the company’s revenue. It is, therefore, a very important domain in marketing and self-assessment of a company. It tells the concerned company how well its product or service fared in the consumer market. Studies suggest that satisfied customers are more likely to spread a good word about a company within their immediate circle. This increases their probability of buying the concerned company’s products as they hold a good perception of the company. Satisfied customers are more likely to return to your company to buy the same as well as other products.

Why do start-ups need Customer Satisfaction?

• Start-ups are nascent companies for whom bringing in new customers can be very expensive. So once they come, start-ups need to make sure that they don’t leave, else bringing them once again will be even more expensive. Being new in their game, customers might be more skeptical of them. Customer Satisfaction Survey can help start-ups assess if it was able to leave a good impact on its customers. If it didn’t, it could assess its strategy once again.

• Based on its score, the start-up can devise a new strategy or can train its employees, down from the operational level to the top executive level. After subsequent Customer Satisfaction Surveys, the start-up will find out how well it is faring with its customers or to what extent the new strategy or the new approach of the employees is working.

• Based on this assessment the start-up can devise its marketing strategy as well. As mentioned before, it is difficult to bring in new customers. From the Customer Satisfaction Survey the start-up can find out which marketing strategy worked out with the customers it was able to attract. It can repeat the strategy that worked out or makes a new one on similar lines.

• Not all customers will be happy with a start-up. There are always a few customers who can find out some faults anywhere. Customer Satisfaction Survey can also help in identifying who these dissatisfied customers are. The concerned company can then try to mitigate the loss that dissatisfied customers are capable to produce by paying special attention to them. A few dissatisfied customers have the capacity of eroding all the good work the concerned company has done, with their bad reviews. The start-up can also cater to them and their needs and find out what didn’t work in their strategy.

• Start-ups need a dedicated customer base and satisfied customers are loyal customers. If a start-up works on its loyal customers, it can convert them into brand ambassadors. Brand ambassadors can turn out to be the golden goose for a start-up. This is because people do not tend to trust new businesses soon, but they do trust word of the mouth, and a good word of the mouth is all a start-up needs in the beginning to kick-start its sales. Brand ambassadors do just that and bring in more customers, more efficiently than the expensive marketing could.

• A start-up is a nascent business. It is new in the business and can face many bottlenecks while working. Based on the feedback received from the Customer Satisfaction Survey, a start-up can discover where it was lacking in the execution of its services. This assessment, if worked upon, can take any start-up a long way in its journey to success.

• The start-up can also fine-tune the products or services it is dealing in, according to the needs of its customers, based on the feedback received from the Customer Satisfaction Survey.

• Because of all the factors mentioned above, Customer Satisfaction can also help start-ups in augmenting its sales and revenue. Eventually, it can also help in boosting its profits as the unnecessary costs can be identified and then eliminated after conducting a few Customer Satisfaction Surveys.

Shibi is Seo analyst at Wiinnova Software lab. Wiinnova is the leading mobile app development company which offers creative passion for web apps and blockchain development.