{"id":996,"date":"2017-09-12T22:55:00","date_gmt":"2017-09-12T22:55:00","guid":{"rendered":"https:\/\/www.guided-selling.org\/the-15-key-customer-satisfaction-factors-guided-selling\/"},"modified":"2024-03-01T20:08:22","modified_gmt":"2024-03-01T20:08:22","slug":"customer-satisfaction-factors","status":"publish","type":"post","link":"https:\/\/www.guided-selling.org\/customer-satisfaction-factors\/","title":{"rendered":"15 Key Factors That Influence Customer Satisfaction"},"content":{"rendered":"\n

If you’re a longtime reader of this blog, you may have noticed that we emphasize the importance of a seamless, personalized customer experience across all touch points.<\/p>\n\n\n\n

Zeroing in on customer experience has a couple of benefits.<\/p>\n\n\n\n

Research by HBR<\/a> found that companies who successfully manage and execute customer experience strategies reap enormous rewards: reduced churn, increased revenue, stronger customer relationships, loyalty and greater employee satisfaction.<\/p>\n\n\n\n

But how do you achieve a great customer experience?<\/strong><\/p>\n\n\n\n

Visit, a UK-based Digital Transformation specialist, created The Periodic Table of Customer Experience<\/strong>. Its intended to help businesses improve their understanding of how broad customer experience really is. The table contains several blocks, aligned like the Periodic Table of Elements, and defines several key elements to creating successful customer experiences.<\/p>\n\n\n\n

In this article, we’re going to delve a little deeper into the 15 key elements that influence \u201ccustomer satisfaction\u201d.<\/strong><\/p>\n\n\n\n

Although\u00a0customer experience<\/strong> and customer satisfaction<\/strong> are not exactly the same, they are intimately related:<\/p>\n\n\n\n

1) The combination of a series of customer experiences<\/em> influences overall the customer satisfaction and<\/p>\n\n\n\n

2) Customer satisfaction scores<\/em> can help you recognize whether you are delivering a truly seamless customer experience.<\/p>\n\n\n\n

Both are essential for revenue growth.<\/p>\n\n\n\n

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15 Customer Satisfaction Factors<\/p>\n\n\n\n

1. Accessibility<\/h2>\n\n\n\n

You need to ensure that customers are able to find and access your products and services efficiently, without barriers and friction, on their preferred channel.<\/p>\n\n\n\n

Also, make sure that they can reach your company and obtain good service whenever they have a question or need assistance to make a purchase decision.<\/p>\n\n\n\n

2. Navigation<\/h2>\n\n\n\n

Navigating and browsing your store should be a straightforward and simple process. This includes providing users who know what they want with an effective keyword search or filters but also integrating solutions that guide unsure shoppers to help them identify suitable products quickly.<\/p>\n\n\n\n

A website that\u2019s difficult to navigate will only lead to customer frustration and a loss of potential customers.<\/p>\n\n\n\n

3. Page Load Speed<\/h2>\n\n\n\n

Its a simple rule: the faster your website loads, the happier your visitors. If one of your pages doesn\u2019t appear lightning-fast, your customer will move on to speedier online stores. In fact, the Aberdeen Group<\/a> found that,<\/p>\n\n\n\n

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\u201cA 1-second delay in page load time equals 11% fewer page views, a 16% decrease in customer satisfaction, and 7% loss in conversions.\u201d<\/p>\n<\/blockquote>\n\n\n\n

According to a survey by Akamai and Gomez.com, 79%<\/a> of web shoppers who experience a slow website say they would not return to the site to buy again and around 44% of them would tell a friend about the poor online shopping experience.<\/p>\n\n\n\n

4. Language<\/h2>\n\n\n\n

Speaking to your customers in their preferred language is pivotal for your business. More than 50% of consumers won’t make a purchase if information about a product isn’t available in their language.<\/p>\n\n\n\n

However, language<\/em> doesn’t only apply to language in terms of geographical demographics but also how certain phrases or terms resonate with your audience and reflect back on your business. A\u00a0Use user-friendly language and avoid industry specific jargon that could cause confusion and rob you of an opportunity to connect on a personal level.<\/p>\n\n\n\n

Without great communication, there can be no great customer experience.<\/p>\n\n\n\n

5. Memory<\/h2>\n\n\n\n

According to Harvard Business Review<\/a>, customers become frustrated if they have to repeat themselves. Consumers feel comfortable switching from one channel to another and expect their information and data to follow them along. They don’t want to be asked for the same details over and over again, regardless of the channel or department, they\u2019re interacting with.<\/p>\n\n\n\n

Memory also means remembering your customer\u2019s needs and wants to avoid trying to sell products to customers, which they already have or clearly have no interest in.<\/p>\n\n\n\n

6. Personalized<\/h2>\n\n\n\n

Its kind of ironic that shoppers want personalized experiences in a sphere in which so many business and personal interactions can be anonymous.<\/p>\n\n\n\n

By personalizing the experience and sharing the right content, at the right time with the right people, you can make interactions faster, easier and more efficient for your customers.<\/p>\n\n\n\n

This results in increased customer satisfaction and the likelihood of repeat visits.<\/p>\n\n\n\n

7. Convenience<\/h2>\n\n\n\n

Convenience is an essential element of a positive customer experience. It influences how customers make decisions about what to buy, what services to use, where to go, and with whom to engage.<\/p>\n\n\n\n

It consists<\/a> of 5 key variables<\/p>\n\n\n\n

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  1. Decision Convenience:<\/strong> How quickly and easily a customer can decide what to shop at your store<\/a>?<\/li>\n\n\n\n
  2. Access Convenience:<\/strong> How easily is your store is accessible?<\/li>\n\n\n\n
  3. Benefit Convenience:<\/strong> What core benefits does a customer receive at your store like receiving great customer service?<\/li>\n\n\n\n
  4. Transaction Convenience:<\/strong> How quickly can the customer complete the payment?<\/li>\n\n\n\n
  5. Post-Benefit Convenience:<\/strong> How effectively are you handling post-purchase issues like replacements or return of products?<\/li>\n<\/ol>\n\n\n\n

    If the perceived convenience is low, your customer will see interacting with you as work. If they struggle to do business with you during any of the areas above, then they\u2019re more likely to go elsewhere.<\/p>\n\n\n\n

    8. Intuition<\/h2>\n\n\n\n

    Customers value companies that really get them<\/a> Some companies simply have a good intuition or sixth sense They are proactive and anticipate the needs and emotions of customers. Companies who know what their customers want before they want it or solve a problem before customers even know it exists are able to create better, more convenient experiences and a trust-based relationship.<\/p>\n\n\n\n

    For example, Southwest Airlines has a team called\u00a0Proactive Customer Service<\/a>\u00a0that works with 14 other departments to ensure operational efficiencies, effective communications, and better customer accommodations. Their job is to evaluate flight disruptions, determine the customer impact, and reach out to customers proactively so the customer doesn\u2019t have to reach out to them.<\/p>\n\n\n\n

    9. Real-Time<\/h2>\n\n\n\n

    If you want to capture the attention of your audience, think about how you can take advantage of real-time experiences. Its about showing up when your customers need you. Real-time interactions are becoming increasingly important to the modern consumer.\u00a0They expect real-time responses and faster resolutions.<\/p>\n\n\n\n

    For instance, \u201cinstant chat\u201d and chatbots<\/a>\u00a0have emerged as a highly popular marketing solution for companies that want to provide their customers immediate access to information and show the more human and authentic side of their business.<\/p>\n\n\n\n

    10. Simplicity<\/h2>\n\n\n\n

    Simplicity is key<\/a>. It is one of the easiest ways to improve your chances of getting your customer\u2019s business is by making the process as simple as possible.\u00a0You need to take away the intricacy and complexity related to decision-making by advising and supporting customers throughout their journey.<\/p>\n\n\n\n

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    \u201cTo keep your customers, keep it simple\u201d
    Harvard Business Review<\/a><\/p>\n<\/blockquote>\n\n\n\n

    A study<\/a> of the Latin American life insurance market observed that 40% of people who purchased a life insurance policy and were happy about their experience said it was because of a simple buying process.<\/p>\n\n\n\n

    11. Logic<\/h2>\n\n\n\n

    There is a difference between emotional customer satisfaction and logical customer satisfaction.<\/p>\n\n\n\n