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PERSONAL GROWTH
HOW TO MEASURE CUSTOMER
SATISFACTION
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“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general
be a superstar advocate for your business.”
~ Gregory Ciotti
SACCOs rely on the goodwill of their respective membership for their success and sustainability. In the pre-mentioned
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future planning. In this case, what you roll out next will be purely anchored on your customer’s attitude towards your
earlier brands and your evaluation on the same.
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From the various customer satisfaction survey options, This is the kind of feedback you get through comment
pick one to apply. Some commonly applied options box and emails through customer’s own decision.
include Customer Satisfaction Score (CSAT), Customer Give an explicit assurance to members that the
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feedback left in comment boxes will be acted on and
"GNNRD @ LDSGNC SG@S VDKK ?SR XNTQ 2 "". ATS AD issues raised shall be quickly addressed. In replying
very keen on the kind of questions you ask to get to emails, avoid giving automated rejoinders by all
customer’s insights as this determines the kind of LD@MR@MCDMF@FDVHSGSGDBTRSNLDQ
feedback you get. This is because from your questions,
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from the members that you didn’t intent to. Therefore,
the methodology of the survey should be carefully If your members are not happy with your SACCO, it is
decided prior to the survey. because they are comparing you with a competitor
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WLRQFKDQQHOV their next stop. Look over your shoulder and see
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Do an assessment of information from members copy paste, do better. You may need to involve the
through your communication channels. This includes customers to compare and contrast your services and
feedback posts in your website, social media platforms products and then proceed from there.
i.e. Twitter, Facebook, Instagram, Short Messages
Services (SMSs), emails, and calls. v 0RQLWRUSRVWSXUFKDVHEHKDYLRXU
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looking to ask questions of extensive feedback. Keep records of post-purchase mannerisms of your
This kind of survey requires goodwill from the members. Remember that, “loyal customers, they don’t
segmented members. just come back, they don’t simply recommend you,
they insist that their friends do business with you.” ~
Chip Bell
Conduct follow ups, through phone calls or during-
service surveys to ascertain how your product and
services are doing outside your membership bubble.
SACCO Star Magazine |49
