1. How can we start a New business?

Contributing to brand loyalty: a satisfied customer will make business with the company again and develop loyalty. According to Harvard Business Review, acquiring a new customer can be 5 to 25 times more expensive than retaining an existing one. Then, the interest

Increasing the customer’s lifetime value: a study from Infoquest found that a totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer.

Encouraging word of mouth: if your customers are satisfied, they will most likely recommend you to their peers. According to Thinkjar, 72% of consumers will share a positive experience with 6 or more people.

Increasing agent satisfaction: while there’s a strong focus on customer satisfaction, agent satisfaction is very important too. With an average turnover rate of 30 to 45% in contact centers, employee retention is a major challenge. CSAT and ASAT are dependent on each other. When customers are satisfied, agents can evolve in a more stimulating and rewarding environment.

II) Customer satisfaction measurement

 

1. Methods to measure it

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