Top 5 reasons why customer satisfaction is so important

For updated information to 2021 click here – Top 5 reasons why customer satisfaction is so important in 2021. 


Customer satisfaction plays an important role in your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.

Stand out from the competition

In a competitive marketplace where businesses compete for customers; customer satisfaction is a key differentiator. Businesses who succeed in these cut-throat environments are the ones that make customer satisfaction a key element of their business strategy.

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A picture speaks 1000 words

We are moving towards – if not already in – ‘Experience Marketing’, where consumers want to be actively involved with your brand. As a result, consumers will become your advocates. People are readily sharing their experiences of a brand, product or service through digital channels.

As a result of digital platforms where every consumer has a voice, consumers are becoming key influencers in the purchasing process, with research showing that 88% of consumers trust online reviews as much as family and friends! (BrightLocal)

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JudgeService and GForces launch official partnership

JudgeService Research Ltd and GForces have joined forces with the aim of helping retailers improve their service through transparent customer feedback.

JudgeService’s review and feedback software will be introduced across the range of the digital marketing specialist’s NetDirector products and services, giving hundreds of dealers access to a new resource for monitoring and improving their customer service ratings.

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Your customers’ voices are getting louder!

Customer experience is how customers perceive their interactions with your company.

So why has customer experience become such a hot topic today? We are in an era where trust is at a premium, consumer expectations are higher, word of mouth travels faster. Word of mouth is one of the most powerful tools a company can wish for today, and in this digital age, customer’s opinions are available instantly, through social media, review sites and search engines.

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Don’t neglect your current customers!

Many companies tend to inadvertently forget about their existing customers, often even neglecting them. Insurance companies, Breakdown Services and Mobile Phone companies are often guilty of focussing too much on potential customers, with new, better deals that aren’t even available for current customers.

When companies do this, it is always to the detriment of their business.

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How to Reply to Reviews

We have already established the importance of replying to online reviews.

Companies can fail or succeed based on customers satisfaction and online reviews have a huge impact on your business.

Not only can reviews from your customers provide valuable feedback for your business, but replying to them can help build your customers’ trust. If you opt to publish your responses, prospective customers will see both the customer review and your response. This can enhance your reputation as a company that cares.

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A clear view of your business

Part of the problem with measuring your customer services process and customer satisfaction is that the areas that lead to dissatisfied customers are often subtle and difficult for staff to pinpoint.

For example, perhaps a customer was disappointed by what they received in part exchange, or perhaps a particular turn of phrase used by the salesperson was taken the wrong way. One particular mistake that’s often made by the staff at dealerships is failing to follow up on a lead, due to having assumed the process was concluded, when the customer may have been waiting for a call.

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Only Genuine Reviews

At JudgeService we believe in trust, and as an independent review provider we are dedicated to bringing unbiased, honest and accurate customer reviews. Clients can choose to use our research for internal purposes only but where we publish any reviews we publish them all – good or bad.

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Surveys, the way you want them

As one of the leading Survey and Research Specialists, we are able to develop Bespoke  solutions that provide accurately recorded results, in real time, with outstanding reporting features.

Our products contain advanced reporting tools which allow you to use all survey results to provide statistics about the buying process, handover, and service quality. These results can then be used by management teams to review performance and KPI’s, allowing you to produce tailor-made reports to review survey results and gain a better understanding of the customer experience.

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The importance of replying to online reviews

We have already identified how important reviews are to your dealership. On top of this, nearly half of your potential customers will be searching for their future car when you are not open, forming opinions about your dealership outside of the 9 to 6.

In a nutshell, positive online reviews can be the deciding factor for consumers buying from your dealership.

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