Customer Satisfaction Survey

 Customer Satisfaction: The definition of success in the market

In today’s competitive world, every company wants that success knocks their door. Some of them figure out the high road, while some of them must take the difficult one. Well, the roads taken by them can be different, the one common similarity in all those success stories is customer satisfaction. In addition, competition is continuously increasing in the electronic industry particularly among the companies manufacturing chips, semiconductor equipment, electronic devices & appliances. The role of the customer is not only limited to buying a particular product or using a particular service, but it goes beyond that. It is the customer which defines the success or failure of a company. A positive word of mouth can lead to increase in demand while the vice-versa situation can impact the company reputation very badly. It doesn’t matter if a company is achieving their goals or not, they should always seek for feedback from customers. The feedback can either be positive or it can be criticism, the goal here is to listen what your customer wants to say. They should feel like they are being heard. And the best way to do it is through Customer Satisfaction Survey.



What is Customer Satisfaction Survey?

Customer Satisfaction Survey is a method through which feedback is taken from customers about various parameters. It basically measures the satisfaction level of customers with various services and products provided to them. There are various methods for conducting such survey. Questionnaire (online & offline), App Rating, Social Media surveys are few of many such methods. Nowadays almost every industry & every company relies on this data to improve their products & services. A set of questions known are prepared by the company depending for what they want feedback on which customers have to rate on a predetermined scale. This questions or parameters changes accordingly to the products or services provided by an industry.

The parameters of Customer Satisfaction Survey in Electronic or Tech industry will differ a lot when compared to some other industries. The main parameters on which Electronic industries wants their customers to give feedback are product performance, post sales services, installation, customer support, providing technical information, warranty period, providing spare parts when needed, replacement of damaged goods etc. While with respect to Tech industry the most common parameters on which companies want their customers to rate them are software updates, user interface, technological guidance, customer support, Privacy of customer data & important updates regarding technological advancements.

The need for customer satisfaction survey is crucial as there are many players in the market and one mistake from a company can make them lose an existing customer or a potential customer. So, it is necessary to regularly conduct such surveys and to make required changes, because if a company does not apply the results derived from the feedback in their practices then it will send a wrong message. While competition is constantly increasing in electronic industry especially among the companies manufacturing chips, semiconductors, electronic devices & appliances, it is necessary to comply with benchmark of the industry while conducting feedbacks and companies should also analyze the feedbacks received by their competitors to evaluate their position with respect to their competitors’ position with respect to the perspective of the customer.

 

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