{"id":4033,"date":"2022-03-15T10:02:12","date_gmt":"2022-03-15T08:02:12","guid":{"rendered":"https:\/\/www.kioskdigital.it\/blog\/customer-satisfaction-analysis-strategy-to-reduce-the-loss-of-customers\/"},"modified":"2023-05-03T16:59:51","modified_gmt":"2023-05-03T14:59:51","slug":"customer-satisfaction-analysis-strategy-to-reduce-the-loss-of-customers","status":"publish","type":"post","link":"https:\/\/www.kioskdigital.it\/blog\/en\/customer-satisfaction-analysis-strategy-to-reduce-the-loss-of-customers\/","title":{"rendered":"How to measure customer satisfaction to retain customers"},"content":{"rendered":"
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Market analyzes agree that satisfaction is a key indicator to measure, capable of generating a predictive meaning of the company’s performance as 91% of unsatisfied customers change supplier. Measuring customer satisfaction becomes all the more crucial if we consider that 96% of dissatisfied customers do not complain<\/strong> , so it leaves no warning to the company about its future behavior.<\/p>\n

On the other hand, market research shows that loyal customers make a business grow faster than sales and marketing.
\nIn 2017 Robert H. Yanker, partner of McKinsey & Company, calculated the costs of acquiring, maintaining and recovering a customer. A new customer, according to Yanker, costs from 5 to 10 times more<\/strong> than an old one, while if you want to bring back an unsatisfied customer who has gone over to the competition, the cost reaches 100 times more than what is spent on the management of a loyal customer.<\/p>\n<\/div>\n

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In addition, a dissatisfied customer talks about their dissatisfaction or the treatment received, on average, to 10 other people. Each of these people speaks to 6 others; each of which, in turn, to other 3 …<\/p>\n

For Brian Halligan, CEO of HubSpot and author of numerous best-sellers, the secret of Hubspot’s success is tied to this belief:
\n“Feedback is the breakfast of champions. If we don’t know what’s right, we can’t do more. If we don’t know what’s wrong, we can’t do better. Without customer feedback, we are doomed to fail. If we don’t know how our customers feel, what makes them tick or where they are frustrated … we will fail. “<\/p>\n<\/div>\n

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So asking our customers for feedback allows us to understand what drives their satisfaction and if there are aspects that we need to improve to avoid losing them.
\nIt all starts with collecting feedback from our customers.<\/p>\n<\/div>\n

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The ACAF Customer Feedback Cycle<\/h2>\n

The strategic system for collecting and implementing customer feedback is called the \u201cACAF Cycle\u201d.<\/p>\n

Its name is the acronym of:<\/p>\n