Brown Pinay

Nowadays it has been acknowledged that in this modern world, customer satisfaction is a serious concern that must be address by every business. A happy customer is a repeat customer. Prospective clients also solicit positive and negative feedback from the previous customer of the company that they are aiming to do business with. Thus, if the customer has positive experience with the service or products this experience equates to good advertisement which is thru “word of mouth”. Sadly, if a prospective client hears negative feedback, they will have second thoughts in getting your service.

In the company where I work for, we value our clients. Our business is customer oriented since we are providing services (IT, server co-location, email/domain hosting, disaster recovery services, data center operations services. Our management always reiterates to us that we should provide quality service and products to give value to our customers’ hard earned money – this is our competitive advantage over the other company with the same business like ours.

To be able to gain that competitive advantage, it has been in practice that we solicit feedbacks from our clients on a regular basis to better and even improve our business services and approach thru customer satisfaction surveys which are done manually. Being in the business for ten years does not mean that we should already be complacent since there would always be new entrants in the business. Knowing the customers’ pulse, feedbacks, suggestions and even complaints is a good way to better and improve the performance of service and product of a company.

Moreover, the information from customer surveys can also be a good measure for the organization to see how their employees are fairing in terms of performance, customer support, and product familiarity. This way they can analyze the SWOT (Strength, Weakness, Opportunities and Threats) of their personnel and their organization as well.

Customer Satisfaction surveys in our company is being done manually (although there are already survey software available in the market); it is indeed tedious for organization and the people behind it. But gathering the data is just half of the job, translating the data to see how the business is doing well and what needs to be improved is another half of the story. A business should always measure customer satisfaction since it is a good way to gauge the health of your business and to know the perception of your target market.

In parting, let me just reiterate that

“a Happy Customer is a Repeat Customer..

.A happy customer tells one friend, an unhappy customer tells everybody.
”.