Improving User Experience to Increase Customer Satisfaction
Would you like to know how to improve user experience to increase customer satisfaction? Continue reading this post.
Customer satisfaction should be one of your main business goals. The reason is that it is vital to success for all brands. You can improve customer satisfaction through user experience. Doing this can have a favorable impact on your company’s return on investment (ROI).
A happy customer is a satisfied customer. Customers that are dissatisfied with your service are less likely to return. Research results show that after a series of poor experiences, 59 percent of customers will abandon the company. Also, 18% tend to leave after one poor experience.
It is worthy to note that 98% of customers who change brands do so because of poor user experience. Customer experience should be one of the things to look out for because it contributes greatly to keeping a business running.
You can improve your customers’ experience, boost customer satisfaction, and increase retention rates by using consumer data obtained through market research and customer surveys.
What is user experience?
User experience is a user’s interaction and experience with a product, system, or service. It encompasses a person’s views on the usefulness, usability, and efficiency of a product, system, or service. Therefore, user experience is the experience, observation, and feel users get through practical contact with a solution. This solution takes different forms which can be a product, service, project, company, and other organizations.
First, for there to be a user experience surface for interaction, there must be a representation or a plan. Such a plan or representation gives a glimpse into what the end-user considers as maximum satisfaction. This plan is the “design for user experience.” Providing solutions based on personal ideas of consumer needs without viewing them from the perspective of the consumers often leads to wrong solutions. Customers will most likely not return when the service is poor.
User experience is essential in giving value to users. As such, offering top-notch and excellent service is important. This is because it has a ripple effect on the customer base and returns on investment. Let us consider some useful tips for improving customer experience.
How to improve user experience
Feedback Mechanism
Be aware of your customers’ desires. Listening to your customers helps you better grasp their wants and know how to satisfy their needs. Surveys and questionnaires are a convenient way of gathering feedback reports.
Action Step
Feedback provides sufficient insight into customers’ needs. The action step requires you to turn feedback from customers into practice.
Product and Service Touch
You should take action in response to the feedback you receive. There should be flexibility to improve on the product and services you offer. Doing this portrays the image you have of your customers’ needs.
Feedback Evaluation
Compare each feedback before and after taking action. Respond promptly to customer feedback as this gives the feel you have customers at heart.
Ongoing Basis
You should assess customer satisfaction regularly to keep up with their demands. Note that desires change leading to changes in customer demand.
Responsive Support
Customers often need guidance to get the best of what you offer. Responsive support is an excellent way to improve user experience. This could be live chat support, email support, on-the-phone support, in-person support, and social media support. Customers will provide positive feedback if you pay more attention to their experience. The result of this is a larger return on investment.
Conclusion
There are other approaches to improving user experience to impact customer satisfaction. The steps to improving user experience are not a “one size fits all” approach. Some approaches require creating personas, sketching wireframes, building prototypes, and testing the model.
Excellent user experience is beneficial as it minimizes complaints and negative reviews. How about your customers? Excellent and better services give them ultimate satisfaction and make them loyal. Lastly, there’s a high revenue generation from their loyalty.
Emmanuel Otori has over 9 years of experience working with 100 start-ups and SMEs across Nigeria. He has worked on the Growth and Employment (GEM) Project of the World Bank, Consulted for businesses at the Abuja Enterprise Agency, Novustack, Splitspot, and NITDA.
He is the Chief Executive Officer at Abuja Data School.
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