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Customer Feedback

What impact do sales have on customer satisfaction?

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

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? [...]

How to effectively monitor your online customer reviews

After each interaction with your company, your customers have an opinion on the experience you provided. Some keep it for themselves or share it with friends and family, while others will let you know what they're thinking in real time. But in most cases, customers prefer to express their views online, be it on third-party consumer opinion sites or on social networks. The trouble [...]

External factors that influence customer satisfaction

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!

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

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?

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 [...]

Should you be afraid of customer feedback?

Customer feedback is thriving: 31% of consumers give feedback at least once a month on the products and services they have bought and 88% read customer feedback online before making a purchase. Where companies are concerned, the voice of the customer is so valuable, some no longer hesitate to invite a selection of randomly picked customers to their strategic meetings in order to integrate [...]

Is your company really customer-centric?

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 [...]

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