Companies have various options for improving the profitability of their service. Of course, companies can expand their service offering and offer new services in order to increase sales and/or profitability. In addition, providers can also concentrate on not losing any or fewer customers. Losing a customer always hurts twice: firstly, because the customer’s sales are lost in the future, and secondly, negative experiences reach the market much faster than positive ones. Due to the transparency of the Internet, customers today also find alternatives to the services and suppliers offered much more quickly than before. Even machine manufacturers can no longer be so sure of their unique position as the only manufacturer of a product.
So what can companies do to stop losing customers or, better yet, to gain new customers through their service? The first question to ask is: “How satisfied are our customers with the service provided?” The answer to this question can be found by consistently recording customer satisfaction in order to then take the right corrective measures in the company.
This is where the possibilities of the SAP FSM solution come in. There are various concepts and strategies for measuring customer satisfaction.
Two useful methods are, for example:
- Post-service surveys
- Customer Experience Management Platform
Post-service survey
This survey is carried out by email following a service call. With this method, you can expect much more honest feedback than if customers have to evaluate the work in the presence of the service employee immediately after the service call has been completed. Thanks to nuanced feedback, providers usually receive good indications of potential for improvement. However, this approach has the disadvantage that customers either do not respond at all or respond so late that they no longer remember the service call exactly.
Email requesting feedback
Analyses using Customer Experience Management Platform
The Customer Experience Management platform helps companies to measure customer satisfaction not only after a service call, but also throughout all contacts with a customer, from marketing, sales, eCommerce to service. This approach offers the following advantages, among others:
- Collect customer data at every contact
- Gain deeper insights through powerful text analytics and predictive intelligence
- Automatically identify the critical points of the customer experience
- Customer follow-up with complete feedback
Another SAP solution for building sustainable, loyal customer relationships. Read more at qualtrics.
