Measuring customer satisfaction levels is an important part of assessing the effectiveness and success of your organisation in its market. It is also vital for ISO-certified businesses that need to continually identify and track their customers’ expectations, and improve their systems to meet and exceed them.
It is well-known that there is a tight correlation between customer satisfaction and repeat business, which means satisfied customers are more likely to return to you when they need the service you offer.
Unlike new customers, you don’t have to spend anything on marketing and converting an existing customer, therefore every customer that returns to you represents an opportunity to increase profitability. Over time, the cumulative value of a loyal customer far outweighs that of a one-time buyer.
STEP helps ISO companies by carrying out the gathering and analysis of customer satisfaction data through a variety of quantitative and qualitative methods.