How to Track and Improve Customer Satisfaction for Your Services Organization

Customer satisfaction is defined as a consumer's level of happiness and contentment with products or services purchased from a particular company. Service organizations rely on ongoing customer relationships, making customer satisfaction more important than ever. Unsatisfied customers are likely to share negative experiences, leading to decreased profitability and customer retention. To improve customer satisfaction, professional service organizations should invest in technology, survey customers and employees, and increase support offerings. Measuring and tracking customer satisfaction through churn rates, NPS programs, and automated check-ins can help to optimize customer experience.