Stay on top of Customer Success content.  
News and articles to help you build customer loyalty.

Our First Webinar: How to Measure and Manage Your Clients' Satisfaction

7 Oct 2015

Last week we hosted our very first webinar. We had over 35 attendees, which was awesome. A huge thanks to everyone who participated.

And we discussed one of our favorite topics: client satisfaction.

Can't get no (client) satisfaction?

The thing about client satisfaction is that it can be hard to measure. The industry average response rate for client surveys is around 5%.

We know we say it a lot but: that’s really not a good enough rate.

paper megaphone

The lower the response rate, the more likely it is that you’re only hearing from the outliers (e.g. people who have had a very bad or very good experience).

Don’t just take our word for it.

According to the White House Department of Consumer Affairs, for every customer who complains, there are 26 who had a bad experience but don’t say anything.

Yikes.

It’s the clients in the middle that make up the majority of your business. And they’re the ones who can provide the most helpful insights into how effective your service delivery is.

The top way to get more feedback

There is, however, one very easy way to increase your response rates and get more feedback than you thought possible.

Want to know what it is?

Find out in our webinar, From Dissatisfied to Evangelist: How to Measure and Manage Your Clients' Satisfaction.

 

And as always, you can reach us at hello@nex.to if you have any questions or comments.