Different Ways of Measuring Customer Satisfaction

Different Ways of Measuring Customer Satisfaction

Customer satisfaction is the number one goal for any business that wants to grow. Lots of companies are investing in tools and personnel to make sure they get this right. Without proper feedback or a way to measure the levels of customer satisfaction, no business could tell the areas they need to improve on or changes to make to serve their customers better.

How to Measure Customer Satisfaction

Let’s face it. May businesses struggle with measuring customer satisfaction. The reason is clients don’t leave comments about the service or products you have on offer. Instead, they’ll either keep quiet or complain when things are not great.

Feedback, especially negative ones, help you correct where you are not doing well. However, positive feedback could do wonders for you by moving your business in the direction your clients prefer or want. There are many practical ways to measure the impact of your business or your level of customer satisfaction. Some of the ones that are super effective include:

Reviews and Ratings

Create a review and rating system. Such a system will enable customers to provide instant feedback online. Reviews are great because it gives customers the freedom to air their views without any restrictions. Also, ratings can help with measuring customer satisfaction. On a scale of one to 5, you can measure just how satisfied the client is with the product. The downside is that it merely gives a figure without reason behind it. Lots of businesses combine reviews and ratings. This is where a client provides a rating and maybe a reason for the score.

One of the bottlenecks for reviews and ratings is going through each customer feedback. Especially where there are many reviews.

NPS

Another way of determining customer satisfaction is the Net Promoter Score (NPS). This is where you ask the customer their likelihood of recommending your product to other people. It is often based on a scale of one to ten.

One of the reasons NPS is highly effective is that it doesn’t require the customer to spell out their feeling towards your product. However, it is useful because it shows how much a client is willing to put their reputation at risk to promote your product or service.

You obtain the score by subtracting the percentage of those who would recommend your product between a score of nine and ten (promoters), and those who leave a rating of one to six (detractors).

Customer Surveys

The other simple but effective method is to use customer surveys. They’re suitable for data collection and measuring the satisfaction of the customer in general. You can create simple and straightforward questions asking customers if they are satisfied with the services you offer.  There are several techniques for conducting surveys, and these include in-app surveys, post-service surveys, and long email surveys.

In-app surveys are built into your application or website. They pop-out occasionally, collecting the customer’s feedback and relaying them to you. For a post-service study, the customer gets the survey immediately after they have received your service or product. For a more thorough review, you could resort to a long email. It’s going to be useful if you plan to carry out an extensive survey of your products or services.

Repeat Purchase Rates

Finally, you can examine repeat purchase rates to measure the level of customer satisfaction or their willingness to purchase your product or service a second time or more. The percentage is calculated from 0% to 100%. At 0%, no customer makes a repeat purchase. At 100%, all of your customers come back for additional purchases. Having a good repeat purchase rate means that your business is sustainable as you have loyal customers. Repeat business is far better than getting new customers in the long run.

How To Handle Negative Feedback

How To Handle Negative Feedback

Negative feedback is inevitable. Even if you primarily receive positive reviews, a single unsatisfied customer can leave scathing comments. This can be frustrating, but it doesn’t need to be devastating. Preventing negative feedback from hurting your business should be your top priority. Strategy and proper management of these situations are crucial to minimizing the impact. There are many ways to handle negative feedback to your advantage. Here are a few tips to get you started.

Importance of dealing with negative feedback

Research shows that feedback is a key driver of performance and effectiveness. Negative feedback, especially, can be valuable. It allows you to monitor your performance and alerts you to changes you need to make. Here’s a look at some of the benefits of dealing with negative feedback in your business:

  • Customer service: Negative feedback from dissatisfied customers can help you understand inadequacies in product development, the customer service process, and marketing. Moreover, a critical customer will shift your gaze to identifying issues and solving them.
  • Sales techniques: In sales, negative customer feedback offers you an opportunity to learn about customer buying needs. You can rework your sales methods to better address those needs.
  • Growth: Negative feedback from potential customers in a new target market can help you understand what improvements or changes you need to make to be able to succeed in that new market.

Understanding the customers’ concerns

There’s always the option of ignoring negative feedback. If you opt for this option, however, you’ll never know the reason for the customer’s dissatisfaction. There’s a high chance you won’t resolve the issue effectively, increasing the possibility of a reoccurring mishap.

The best approach is to try and understand their concerns. These questions may help in this quest:

  • Why is the customer reacting this way?
  • What are they concerned about?
  • What did you say/do that provoked them?

The answers to these questions can serve as a starting point for resolving the issue. It’s worth noting that sometimes the agitated customer may not understand the actual areas of concern. You shouldn’t dismiss the feedback in such a situation.

Instead, make a point of probing the customer further to identify what the real reasons are. When you put yourself in the customer’s shoes, it normally becomes easier to understand their concerns.

Respond with acceptance, understanding and an explanation

You may think that the customer knows nothing about your business and is not justified to put up negative reviews. You may even believe the comments are coming from a competitor and not a genuine customer. 

Either way, it is important to acknowledge their concerns to get their attention. Tell them you understand their feelings. This is an excellent way to ease up the conversation.

Be sure your response is respectful and sincere. When you respect your customers and handle them in a polite and appreciative manner, you’ll ultimately benefit.

According to experts, if the negative feedback is true, offer a brief apology and a public offering. This can help right the wrong. If the feedback is false, politely and respectfully explain the truth of the matter.

Resolve the issue and prevent it from reoccurring

The most important part of dealing with negative feedback is to get to the bottom of why the issue arose. Make sure you don’t blame anyone but focus on resolving the issue so that it doesn’t happen again.

Conclusion

No business is immune to negative feedback. The stronger your business becomes, the more susceptible it may become to negative feedback. However, the most important thing is not the feedback itself.

It is how you handle the feedback. If you deal with the negative reviews appropriately and politely, your customers will respect you for it. This will help build your credibility and earn your customers’ loyalty.

An Introduction to Rich Snippets

An Introduction to Rich Snippets

What are rich snippets?

Usually, when you search for something on Google, you’ll get a list of standard results. You’ll see the title of the page, the URL, and a short description of the page. These are called Google snippets.

A rich snippet is an enhanced version of these search results. They include extra bits of information that help you get the desired results better and faster. For example, if you’re searching for a product, a rich snippet may include product information, reviews, and images. This brief overview gives you more data to decide if the page is worth visiting.

Rich snippets are useful for website owners as well. They take up more space, are attractive to users, and information-packed. People tend to click on rich snippets search results more than standard snippets. In turn, websites that utilize rich snippets will likely see an increase in the amount of traffic directed to their website. Ultimately, the page will rank higher in Google as well.

 

Different type of rich snippets

There are many kinds of rich snippets, and they will vary depending on the nature of your page. If you’re a food website that has recipe content, then you’ll want to use the Recipe snippet type. This type of snippet includes user ratings on the recipe, calorie information, and time for preparation.

If you’re a business with a physical store, the Local Business snippet will be useful. It includes information such as location and opening hours.

Some rich snippet types apply to almost all kinds of content.

Other rich snippet types that are highly specialized include Livestream, Q&A Page, Speakable, Course, Employer Aggregate Rating, Fact Check, and Job Posting.

Where are they used/shown

Rich snippets are displayed in the Google search results in place of standard snippets. Larger, more feature-heavy rich snippets are shown at the top of search queries. These include “How To” or listicle style rich snippets and interactive rich snippets.

The interactive snippet is excellent since it allows users to interact with a site’s features without ever leaving the Google search page. For example, some rich snippets can include a website’s search box within the snippet itself. This way, users don’t need to click on anything to benefit from these search tools.

 

How to add rich snippets to your website

For Google to be able to extract information for use in its rich snippets, it needs to understand it first. You can do this by carefully structuring your page data using HTML schema tags. These are pre-defined tags that tell Google the type of information that are within those tags.

For example, if you’re implementing the Product schema type, it has tags that represent the product’s image, review, and price. You simply plug that information with your own data or, more commonly, with dynamic data pulled from a database.

If you’re unsure whether or not you’re using the correct format, visit Schema.org. It’s an open community that has a library of rich snippet formatting types that you can use for free. All you need to do is pick the relevant ones for your purposes, copy the script, and plug in the data.

To make sure your rich snippet is appearing as intended, you can use the Google Search Console. Go to the “Search Appearance” tab and then check the “Structured Data” section. This section tells you how Google is interpreting your rich snippet information.

One final note, however: incorporating rich snippets does not guarantee that your search results will appear as a rich snippet. It’s only to make it eligible. In the end, it still depends on Google’s search algorithm.

Differences Between Reviews on Facebook Pages and Google Business

Differences Between Reviews on Facebook Pages and Google Business     

Introduction to Public Review Platforms

When it comes to running your business, nothing sells as well as a personal recommendation from a real customer. We all understand the value of getting those reviews, but where do you concentrate your efforts?

Two of the best options are your Facebook page and Google. So, the issue is whether or not the reviews on Facebook pages and Google Business carry the same weight. Which is more valuable to your business?

What are the differences between reviews on Facebook page and reviews on Google Business pages?Which of the two have the most impact on your business ranking overall? In this post, we’ll look at the two and answer those questions.

Overview of Google Business Listings

Your Google Business page is a free service that Google offers. Once you claim your page, you can fill in the details of your business. This step is essential because if you don’t, Google’s going to try and do it for you from information on the web.

If you want to rank better in local search results, you need to have a Google My Business page in place.

Reviews on Google Business

We all know that Google is the search engine giant, and they use reviews to determine the value of your business. The more good reviews you have, the more credible your business appears, and the better your chances of ranking higher.

The downside is that bad reviews from any source count, too. What’s even worse is that it’s challenging to have these reviews removed. You have no way of doing it yourself—you have to submit a request to Google to do so.

That’s a complicated process in itself, and you have to present an excellent case to get the negative review removed. On the bright side, you can respond to these reviews, so there is an opportunity for damage control.

Overview of Facebook Pages

Facebook pages are free and completely under your control. If push comes to shove, you can delete negative comments. The other advantage is that people spend a lot of their time on this platform.

If they’re on Facebook already and want to search for your business, they’ll do it there—they don’t have to use Google. So, a Facebook presence is also important, as are the reviews.

Reviews on Facebook Pages

What’s more important about this particular channel is that your customers use it daily. For most people, it’s easy to leave a review. They’re on the site already, so when they go to your page, leaving a review is a lot simpler.

What’s more, your Facebook page and reviews are also likely to show up in search results, making it a two-for-one benefit.

 On the downside, we know how Google loves its data. While it’s going to collect positive reviews from various sources, none are going to count quite as much as a positive Google review.

So, while Facebook reviews will show up in search results, they’re not likely to have as much of an impact on your actual ranking.

The Verdict – Which Site Wins?

The reality is that both sites have their pros and cons. When it comes to ranking well on Google, Google reviews are going to be more important. Facebook is a convenient platform and makes it easier for clients to leave reviews.

Our advice is to work on both pages for the best results. Why not ask for feedback from your clients and link through to both pages? That way, they can decide which they want to use. And if you’ve really wowed them, they might choose to review your business on both sites.

How To Ask Your Customers For Reviews

How To Ask Your Customers For Reviews

Excellent customer reviews can give potential customers the confidence to trade with you. Statistics show that 79% of shoppers read reviews to make sure a product or service is the best quality. 61% do so to make sure a product or service is useful, and 53% read reviews to make sure they are getting a good deal.


Moreover, at least 80% of shoppers discover new products and services every month through customer reviews on Google and other online platforms. In this article, we show you some of the best ways to ask your customers for reviews.

Why should you ask for reviews?

Here are four significant reasons asking for reviews is essential:

  • Testimonials – Asking for reviews from customers is an excellent way of collecting positive testimonials for your business. The testimonials can form part of your web content and marketing material to show prospective customers that other customers have been satisfied with the product or service.
  • Boost sales – Positive customer feedback, shared in public, can result in increased sales. Word-of-mouth recommendations are one of the most effective marketing techniques. There’s no better way to implement it than by asking for customer reviews about your product or service.
  • Improve customer relations – When you ask for customer feedback, your customers will feel that you value their thoughts and are willing to make improvements on your product or service to enhance their experience.
  • Improve SEO – Adding customer reviews to your website can help boost your business ranking on Google local search results. Consumers typically Google reviews before purchasing, so if you provide the reviews they need, there’s a high chance they’ll purchase through your website.

That said, let’s look at some of the effective ways of asking for reviews from customers.

Requests via email

One of the best ways to acquire customer feedback is through review request email campaigns. These campaigns usually take on the form of customer feedback surveys. They can also be a simple and straightforward email message that features a link to a page where the customer can write their review. Studies show that up to 70% of reviews are generated through post-transactional review request emails.

SMS message review requests

According to research, SMS messages have up to 98% open rate and at least a 45% response rate. That makes text messaging the most effective form of outreach you can use. If you’re not using SMS messages to acquire reviews, you are missing out on a great deal of social proof. You can follow up with your customers through SMS with a link to where they can write a review.

Ask at point of sale

When a customer leaves your shop after purchasing a product or service, you can integrate your point-of-sale system with a customer review software to send review requests right after the point of sale via email or SMS. You can give customers a tablet toward the end of their shopping so that they can provide their contact information.

How to automate the collection

Managing reviews that are left across the web by your customer can be easy if you’re running a small business. However, if you deal with many customers every day, it can be challenging for you to follow up after every customer manually. So, you’ll need to automate the process of collecting online reviews.

You can achieve that by:

  • Integrating reviews into your website – You can add a section in your website where customers can give feedback about a particular product or service. This will make it easy for you to collect reviews without actually having to follow up with individual customers manually.
  • Display your Yelp, Facebook, ReviewsTap, and Google business listing on your website – You can make it easy for customers to give feedback by conspicuously displaying your Facebook, Yelp, Google, and other listings on your site. People are not usually motivated to review products and services, and hence simplifying the process for them can boost your response rate.

Conclusion

Customer reviews can be a valuable tool for attracting new customers, building customer relations, and determining areas that might need improvement. By implementing the above tips, you can generate customer reviews that will help take your business to the next level.

Beginners Guide to Google Business Listings

Beginners Guide to Google Business Listings

Google business listings are a powerful way to get your business in front of people near you. Instead of listing locations on a map like Google Maps, Google My Business is an aggregator of business websites in a locality. If you know how to use this tool, you can get more customers and clients who are looking for services like yours.

What are Google Business Listings?

As stated earlier, Google Business Listings are a useful tool for putting your business on the map since the platform already has a pre-built list of local enterprises. It is an inward-looking system that looks to verify what it already knows rather than create a map of establishments based on new information. In other words, it is a manifestation of Google’s advanced A.I. and its attempts to create an information ecosystem that feeds into its many different apps.

What are the benefits?

Google Reviews and Google Local both positively feed into the Google Business Listings. All of them come together to form a positive feedback loop that will help promote your business. As a result, Google lists your business in all the apps that are part of their ecosystem. This can be very useful since the Google ecosystem is ever expanding; who knows what new information aggregator they will come up with next! Whatever it is, your business will be safely ensconced in it thanks to you taking the time to get it listed on Google.

How do I list my business?

Technically, you don’t list your business. Google creates Google Business Listings based on websites in the area. You don’t get to register on Google Business Listings. Instead, you create fantastic content on your business page and make sure that you tie the physical location of your business to it. That way, when Google does an audit of local companies in your area, they will find your website and link it to your physical store.

 

Also, keep in mind that for Google Business Listings to work with your website and physical business, you have to make sure that your website is comprehensive and gives all the essential information that a potential customer needs to do business with your establishment. For example, your website needs to list the hours of business, the products offered, and the prices of your services.

How to increase your business rankings

Ranking your business is where your skills in Search Engine Optimization come into play. Your website must be rich in keywords closely tied to the industry where your enterprise is categorised. For example, if your business is a pet grooming store, why not populate your webpage with names of dog breeds or cat breeds to make the Google A.I. recognise that your website has many mentions of pets. You can also include pages on your site that talk about the services and products you have as well as how these can benefit pets.

 

Also, the most significant piece of advice when it comes to search engine optimisation is to create engagement. Engagement from users and customers makes the Google algorithm think that you are the top choice among the service providers in your area.

 

Engagement is challenging to manufacture artificially, and it takes work. It will require a part-time or even a full-time staffer in your company answering queries and responding to conversations that clients have on their message boards. You need to make provisions for live chat and other ways for people to engage with your content. Linking to social media and utilising social media platforms to drive people to your website is another trick you can employ.

The Importance of Reviews for Local SEO

The Importance of Reviews for Local SEO

Running a business means juggling a whole host of essential tasks, including ensuring your product or service is the best it can be, keeping customers happy and, of course, making sure that your customers can find you easily online. 

Getting to grips with local SEO is an integral part of helping to put your business firmly on the map, and can boost your interest, searches, and profits with minimal input on your part!

 

What Is Local SEO?

Local search engine optimisation (SEO) works in a similar way to traditional SEO practices; you are aiming to optimise your website to help you rank better on search engines, thus attracting more customers to your site. With local SEO, however, the focus is on improving the page to rank better for audiences local to you. This includes optimising the name of your city, your address details, and other relevant details to help potential customers to find you both on and offline.

As well as making sure that crucial information is clearly available and accessible to help customers to locate you, there is another aspect to local SEO which can really act as a make or break for your business: online reviews.

 Reviews can be the tipping point for potential customers.A high rating and a host of positive reviews give your business a far higher level of trust and authenticity. From an SEO perspective, a high number of good reviews will help you to achieve a far better organic ranking on search engine results pages. In addition, a Google My Business page must contain reviews to be listed, and this is an essential tool for Local SEO.

Where Can I Get Reviews?

The best possible source of reviews is your genuine customers. These can potentially be scattered all across the web, and it is essential that business owners utilise all available tools to help their ranking. For your reviews to be shown on Google, you will need a minimum of five, though experts recommend ten to help you stand out from your competitors. 

While Google reviews are important, it is crucial not to neglect other review sites, as these can add an extra layer of confidence and confirmation for your customers.  Claim business profiles on the most popular feedback sites to make sure you are covered and that visitors know where to find you. When a search is done for your business, you want potential customers to be faced with a considerable number of positive reviews from all over the web to persuade them to give you a try.

How Can I Get Reviews?

The secret to getting reviews is to offer excellent service. Set the groundwork early on by ensuring that all staff are fully trained in customer service and are capable and confident enough to deal with requests and queries. Also, be sure your team knows to engage every customer in a dialogue which benefits them—whether or not this leads to a sale. A survey suggested that 57 per cent of all complaints are centred on employee behaviour and poor customer service; by addressing this early on, you can avoid over half of all potential negative reviews. 

Interaction is a large part of accumulating feedback. Make sure customers are encouraged to share their thoughts by leaving comment cards and directions to the website, and ensure that the owner regularly responds to both positive and negative feedback. This step allows people to feel heard when they take the time to leave a review and shows that any complaints are taken seriously and dealt with effectively.

How Does Reviews Tap Help?

Reviews Tap is a brilliant resource for small and medium businesses and offers a space to collect customer feedback and generate positive reviews that can really help to boost your Local SEO. It makes the reviews process quick and straightforward, and therefore more appealing to your customers!