Satisfaction is the driving force of the business global performance. The concept of satisfaction can be divided into two main areas.
-Customer satisfaction is in direct connection with their long-term loyalty. Loyalty allows you to increase your turnover, ensure a positive word of mouth and therefore generate value.
Satisfaction survey results are used on several levels :
- They help to confirm the suitability of your strategy for your market,
- They allow you to differentiate from the competition,
- They allow you to identify your customers operational expectations and adapt your product and/or service offer to better meet these needs and protect your price and margin.
- The concept of satisfaction also involves your employees : a higher employee satisfaction leads to a higher performance. The well-being of the employees and their level of support to the project are key factors to motivation and commitment.
These 2 factors are powerful levers to improve the global performance of the company and lead to a better economic performance.