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Customer Satisfaction

What impact do sales have on customer satisfaction?

May 2nd, 2017|

Regulated sales periods account for up to ⅓ of French retailers' turnover and 80% of consumers take advantage of the low prices each year. But what impact do sales have on customer satisfaction? To find out, we analysed more than 74,000 customer reviews and satisfaction ratings from 6 major french brands, throughout 2016. A peak in customer satisfaction during winter sales The first [...]

Fake online consumer reviews : news and solutions

February 2nd, 2017|

Over 88% of consumers now check customer reviews before a purchase and 84% trust them as much as advice from their loved ones. According to the french General Directorate for Competition Policy, Consumer Affairs and Fraud Control (DGCCRF), in 2013, around 45% of all consumers reviews contained anomalies. Nearly one in two consumer reviews could therefore be fake! What does the law say? [...]

External factors that influence customer satisfaction

January 26th, 2017|

External situations and events can influence your customers' behavior even before they enter your store. Despite your best efforts and all your goodwill, they may have an impact on the feedback and customer satisfaction levels customers express after a purchase, meaning no one is immune to dissatisfactions or negative comments which will sometimes seem unfair. Here are some of the [...]

3 customer satisfaction indicators you need to monitor now!

January 24th, 2017|

Many indicators can be used to measure and monitor customer satisfaction. But which ones should you favor? These are the three most important customer satisfaction metrics and their variants you should set up now in order to fully track your customers' satisfaction over time. 1. Overall satisfaction score The overall satisfaction score is often one of the first indicators people think of [...]

You have more unhappy customers than you think

December 22nd, 2016|

Do you keep track of your unhappy customers by monitoring their complaints? Do you believe that your most loyal customers are also the most satisfied? Do you evaluate your loss of customers by monitoring your attrition rate? Then there is a good chance that your numbers are wrong and that you have more dissatisfied customers than you think you do. Count 25 [...]

How to respond to a weak or falling NPS?

December 15th, 2016|

The NPS or Net Promoter Score is an indicator used by companies across all sectors to assess customer satisfaction and loyalty. But analysing the results and knowing how to react according to the score you achieve is not always intuitive, especially if you discover a low or falling NPS... What is a good NPS score? When to worry? There is no [...]

Is your company really customer-centric?

December 10th, 2016|

Despite the expected increase in customer experience budgets for 2016, a gap remains over the way companies perceive the experience they offer, and the way customers themselves view it. In fact, over 80% of brands now believe they offer an "above-average" experience to their customers. Only 8% of their customers agree. Yet, according to a study by Forrester, customer experience leaders [...]

A comprehensive guide to feedback management

December 3rd, 2016|

Gathering customer reviews has become a priority for many retailers, well aware of the impact of customer feedback, not only on their brand image, but also on the performance of their sales outlets. But customer feedback management does not just mean actively listening to your customers. It also means analysing their feedback, processing it and integrating it into your strategic and operational [...]

Top tools for improving the in-store customer experience in 2016

July 7th, 2016|

Digital waiting lines, intelligent mirrors, video chat kiosks...More and more companies are integrating the latest technological developments to their stores in a bid to attract new visitors. But are these trends here to stay? The end of the line for queuing? According to a 2014 study by IFOP, consumers now spend an average 11 minutes queuing, and this is having [...]