How to Calculate Your Business's Customer Satisfaction Level
Are your customers satisfied with your business? Customer satisfaction is often based on whether your business fulfills customer wants. Your business's customers want you to meet their needs and exceed their expectations:
Value that exceeds the price paid
Clarity in the messages they receive
Their concerns addressed with sensitivity and efficiency
Their situation to be understood
To be greeted and served promptly
To feel important and valued
This table helps you analyze areas where customers might praise or fault your business. Use it to assess your business from your customer’s viewpoint. Then, look for up to five services you could offer to make your customers feel more appreciated by your business.
| Customer Satisfaction Factor | How We Rate on a 1–10 Scale |
|---|---|
| Communication | |
| Clear, friendly communication from informed, courteous staff | |
| Error-free correspondence, estimates, invoices | |
| Prompt follow-up | |
| Open to ideas, concerns, and complaints | |
| Attention by owners/managers | |
| Responsiveness | |
| Customized solutions for customer wants/needs | |
| Flexible to special requests | |
| Effective, prompt response to ideas and problems | |
| Answers phones, mail, and e-mail promptly | |
| Greets customers upon arrival | |
| No unnecessary management layers | |
| Competence | |
| Expertise in customer's field of interest | |
| Experience with customer's problems | |
| Delivers high value | |
| Convenience | |
| Convenient hours, toll-free phone line, good Web access | |
| Good location, parking, access, services | |
| Convenient payment/delivery options | |
| Enjoyable, attractive atmosphere | |
| Reliability | |
| Meets deadlines/exceeds promises | |
| Delivers accurate, quality products | |
| Stays within estimated costs | |
| Attention by owners/principals | |
| Good reputation/highly recommended |
