These are 10 factors that influence customer satisfaction. Have you implemented them?

Customer satisfaction is the main key in running a business. Without customer satisfaction, it can be difficult for a business to develop and lose customer loyalty. 

Every business must understand what customers really want in order to survive and compete. Well, there are several important factors that determine customer satisfaction. Come on, watch until the end!

1. Product or Service Quality

High quality products or services will increase customer satisfaction. Customers want to get products that meet their expectations. If the quality is poor, customers will be reluctant to return. 

For example, in the culinary business, the food served must have a consistent taste, maintain cleanliness and quality raw materials. If customers are disappointed even once, they can immediately switch to competitors.

Apart from that, it is also important to carry out quality control periodically. If a product experiences a production defect and is still marketed, of course this can reduce customer confidence. Therefore, ensuring quality is the first step in building customer satisfaction.

2. Service Must be Responsive and Nimble!

Customers like fast and responsive service. If they have questions or complaints, they want to get a solution as quickly as possible. Don't let customers wait too long, because that can reduce their satisfaction!

For example, in the e-commerce industry, customers often contact customer service to inquire about shipping status or return policies. If the response is slow, they may lose interest in shopping again.

The solution? Use a chatbot or 24-hour customer service to ensure every customer question can be answered immediately.

3. Competitive Prices

Prices that are reasonable and comparable to product quality will make customers feel satisfied. If prices are too high without a clear advantage, customers may feel disadvantaged. 

On the other hand, a price that is too cheap can also raise doubts about quality. Determining competitive prices can be done by analyzing market prices and comparing with competitors. 

If possible, offer more affordable prices by providing added value such as after-sales service or quality guarantees.

4. Ease of Access and Ordering

Nowadays, customers want everything to be practical. If they have to go through a complicated process to get a product or service, customer satisfaction can decrease. 

An easy ordering system will help increase customer satisfaction. For example, in the restaurant business, customers will be more satisfied if they can order food directly via the application or website without having to queue for a long time. 

Well, with a solution like ESB Order, the ordering process becomes easier and more practical, thereby increasing customer comfort.

5. Clarity of Product or Service Information

Customers don't like confusing information. They want to know exactly what they will get. Make sure product or service descriptions are as clear as possible so as not to create wrong expectations.

For example, in the online fashion business, a complete product description starting from size, material, color, to care guide will help customers make purchasing decisions. If the information is unclear, customers may feel cheated and dissatisfied with the product they receive.

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6. Delivery Speed

For businesses that are based online or have delivery services, this factor is very important. Customers don't like waiting too long to get their orders. 

If delivery is fast and on time, customer satisfaction will definitely increase. Many businesses are now collaborating with delivery services with fast estimated delivery times. Apart from that, providing instant or same-day delivery options can be an added value for customers.

7. Promo and Discount Program

Customers love getting extra benefits. Loyalty programs, discounts, or special promotions could be factors that influence their decision. If customers feel appreciated, they will be more loyal to your brand.

For example, a reward point program that allows customers to collect points every time they make a transaction and exchange them for discounts or attractive prizes. This will make them more loyal to your business.

8. Convenience in Transactions

Complicated transaction processes can make customers feel ill. Make sure the payment methods provided are diverse and easy to use. That way, customer satisfaction is maintained.

Now, customers prefer to use digital payment methods such as e-wallet, QRIS, or bank transfers which are easy and fast. Therefore, providing various payment options will increase customer convenience.

9. Feedback and Evaluation from Customers

Listening to customers is the key to success in improving service. Through the use of customer satisfaction questionnaires, we can find out what needs to be improved in business. 

A sample customer satisfaction questionnaire typically includes questions about customer experience, service quality, and expectations. The following is an example of a customer satisfaction questionnaire table:

This questionnaire can be used to understand what customers feel about your business and find out which aspects need to be improved.

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10. Sustainable Innovation

Businesses that continue to innovate will find it easier to meet customer expectations. Customers will feel satisfied if they see an improvement in the products or services they use.

For example, technology businesses that regularly update their systems and new features will be more in demand. Through innovation, customers will be more loyal and interested in continuing to use your product or service.

Conclusion

So, the point is Customer satisfaction is something that must always be considered in business. So, through customer satisfaction indicators, businesses can grow more rapidly and gain customer loyalty. 

If you want to increase customer loyalty with a practical and efficient ordering system, ESB Order could be the best solution! Try ESB Order now and increase customer satisfaction more optimally!