Are your customers satisfied?

profitmgtsystems
Dec 15, 2023
3 min read

It costs approximately 5 times more money to get a new customer than to retain one..
F or every customer that com-plains about a problem there are 50 that remain silent.
D issatisfied customers tell 5-7 times as many people about their experience as satisfied custome

Establishing and main-taining “World Class Service” is a challenge, how does your business rate?

“World Class Service” is defined as the process of consistently communicating to every customer that they are valued and that their satisfaction is paramount to your organization."

How is this accomplished?

 Actively listening to your customers comments and suggestions via surveys: Yelp, Facebook, and Twitter is crucial to your business success.

 Taking actions on those comments and suggestions as well as resolving problems is critical.

 Anticipating future needs and bringing that value to a customer’s attention to show greater value is key.

When polled customers say that the #1 reason they frequent a business is customer service and 69% say that they leave a business for poor service. High levels of satisfaction lead to increased sales and profitability.

Quality Assurance is a must. Today there is no room for error.

You can't afford NOT to know what your customers think.

 Research and statistics show that: it costs five times as much to get a new customer as it does to keep an existing one.

 96 percent of your customers will not complain when they have an unpleasant experience or are dissatisfied.

 A person who has had an un-pleasant experience with a busi-ness will tell nine or ten other people. Approximately 13 per-cent will tell over 20 people.

 Every complaint received repre-sents 26 more customers who are dissatisfied.

 Between 65 and 90 percent of your dissatisfied noncomplainers will not visit your store again and you will never know why. (Michigan State University Tour-ism Educational Materials; 06/06/2002)

 A two percent increase in cus-tomer retention has the same effect on profits as cutting costs by 10 percent.

 The average company loses ten percent of its returning custom-ers each year.

 The customer profitability rate tends to increase over the life of a retained customer (American Society for Quality)

Customer Feedback is essential to business success…..

PMSI Staff Monitoring is the answer to World Class Service.

Staff monitoring (Secret shoppers) allow you to take the guess work out of your staffs performance. Your staff will be mon-itored by an unbiased third party, thereby providing an objective opinion of key ser-vice areas. You will truly see how your staff is perceived by your customers

Secret shopper reporting makes the staff accountable to you and to your customers for their performance, thereby increasing staff awareness.

Staff monitoring gives your management team the tools to effect change ensuring your customers expectations are met and that they have a world class experience when they visit your business.

We exclusively employ experienced industry professionals, all people who know what to look for in your establish-ment and how to report it .

What you can expect:

A. PMSI will help you set clear objectives for the shop. What issues are to be addressed? Are there specific con-cerns about sales levels,? Have their been complaints in house or on web-sites such as Yelp? Or are you simply looking to improve the customer experience when they visit your busi-ness?

B. Once we have set goals, we will then set up a date and time for our shop-pers to come in to your business and gather information to be used in the reporting process.

C. Once completed we will then present a clear report to management detail-ing specific findings as they relate to the set objectives.

D. PMSI will then work with the client to measure, manage & improve the customer experience.