Too many technology vendors gauge customer satisfaction and loyalty through gut instincts and anecdotal data from recent customer interactions. They also assume that happy customers are loyal, and loyal customers are happy, which is not always the case.
Leading technology vendors understand the immense value of conducting annual customer satisfaction and loyalty surveys. These vendors receive an annual “report card” to gauge how it’s performing in the eyes of its customers with regard to all customer-facing aspects of their businesses, including:
- Technical support
- Consulting services
- Training services
- Sales team
- Channel partners
Loyalty is also measured, which results in an up to date NetPromoter score. This helps you to understand trends with regard to how loyal your customers are to your brand and how likely they are to remain with your company versus trying out one of your competitors.
By repeating customer satisfaction and loyalty studies annually, you can measure the effects of changes you made to the customer-facing aspects of your business following last year’s study. And you can decide where to make incremental new investments.
There are multiple companies who perform customer satisfaction and loyalty studies. Why should IT vendors select LeadingEdge?