Often abbreviated as ‘CSAT’, Customer satisfaction is a measure of how your products and services meet your customer’s expectations. It is a crutial clue for business owners; as it provides a metric that can be used to manage/improve your business.
The difference between ‘satisfied customers’ and ‘very satisfied customers’ can make a huge difference in your profits. FMC Group gathers the necessary input from your customers, and evaluates their satisfaction with precision.
General dimentions of measurement:
- Image analysis
- Service quality
- Service speed
- Your approach to conflicts or crisis
- Trustworthy employees
- Complaints or problems
- Customer surveys
Client situation: The Turkish subsidiary of a machine building company was not sure about their market position. Are they performing good enough for this market?
Project scope: One day workshop together with the client to prepare a detailed questionnaire. Afterwards 20 face-to-face and additional 20 phone interviews with customers, potential customers and lost customers to question happiness, problems and improvement proposals.
Result: New sales structure with an inside sales support team and 5 local sales reps in Ankara, Adana, Bursa, Izmir and Istanbul European side. Revenue increase of 50% in one year.