Why Companies Need CEM Systems?
91% of customers that are unhappy do not make themselves known and simply never come back to that business
Whilst 1 Happy Customer typically gives 7 positive referrals to a business, 1 Unhappy Customer gives 16 anti-referrals
67% of customers site bad experiences for leaving a business
37% of customers are satisfied with service recovery when they are offered something of monetary value (e.g., a refund or credit). But when the business adds an apology on top of the compensation, satisfaction doubles to 74%
Customers who had the best past experiences spend 140% more compared to those who had the poorest past experience
Customer Satisfaction Measurement Tools
A business with Unhappy Customers is both likely to lose those customers and struggle to attract new customers. It is therefore vital that businesses identify Unhappy Customers and take steps to satisfy them
In a business context, those customers that engage and communicate with a business are much more likely to continue their relationship as they feel more valued and appreciated by the business
On a more specific level, detailed customer feedback provides businesses with the information to effectively improve the performance of their services, and even introduce new services to increase customer satisfaction and the likelihood of them continuing their relationships with the business.
Our Solutions: Kiosk Survey with Artificial Intelligence!