Organizing hygiene and motivational factors
When conducting customer satisfaction surveys, it is also important to understand "Hygiene factors" and "Motivational factors.
Hygiene factors are those that decrease qatar phone number search satisfaction if not satisfied, and those that do not increase satisfaction if satisfied. For example, "When I contact customer support, I am sent on a roundabout route and it takes a long time to resolve the issue," or "The product performance is not as good as I expected. In other words, the hygiene factor occurs when customer satisfaction is lower than expected.
Motivating factors, on the other hand, are factors that do not decrease satisfaction even if they are not satisfied, but increase satisfaction when they are satisfied. For example, "The customer support was courteous and provided generous support to help me achieve my company's goals," or "My business operations became more efficient than I expected. In other words, motivating factors occur when customer satisfaction exceeds customer expectations after using the company's products or services.
Each factor is closely linked to the other, and it is necessary to correctly understand both factors in order to increase customer satisfaction.
Based on the issues identified by the customer satisfaction survey, specific numerical targets are set for improving customer satisfaction. Customer satisfaction is easily influenced by human emotions and is difficult to quantify. However, it is easier to implement the pdca cycle by using indicators to measure customer satisfaction and incorporating them into numerical targets. For example, "To achieve a c-sat score of 30 points.
Pdca cycle to promote improvement
Customer satisfaction should not end with the implementation of the survey. Based on the figures from the survey results, implement initiatives to improve customer satisfaction and periodically verify their effectiveness. By regularly verifying the effectiveness of your efforts, you will be able to understand what effects your initiatives have had and what improvements are needed. Repeatedly verifying the effectiveness and revising the process will generate new insights and enable you to promote initiatives that lead to higher customer satisfaction with greater precision.