The Importance of a Satisfaction Management Strategy
It used to be that a business could simply release a product or create a service package, advertise it through traditional media channels, and then sit back and watch as natural consumer demand would drive sales. But today’s business owner understands that it takes much more than that archaic approach to marketing to grow a business – it takes a strategic leader who understands that getting the right message out via the appropriate influencer is important, as is collecting relevant data and client feedback to help make executive decisions.
If you own or operate a home care agency and are looking to increase customer loyalty, retain more clients, and improve your financials, ask yourself – do you have a satisfaction management strategy in place?
What Is Satisfaction Management?
First, let’s define the concept of satisfaction management. In short, the basic objective is to gather information related to how your clients perceive your business. Are they pleased with the overall experience? Do they feel that they are receiving services commensurate with the price they’re paying? Is your business responsive and are your team members good communicators? And, would your clients recommend your company to others? There are dozens of other questions that can be asked, which you’ll want to define prior to creating an actual customer satisfaction survey program.
In-house Satisfaction Management
If your business is small or you’re looking for the lowest cost option, consider taking the process in-house. Now that we know what a satisfaction management program is, here are a few steps to take when implementing the process at your workplace:
- Create surveys: You can email surveys to your clients and ask for direct feedback. Then, you’ll have to catalog this information and use it to identify trends, areas of concern, and positive marks. Or, simply call clients or their family members to gather information. A warm phone call is still widely used by the Gallup Organization – one of the leading polling businesses in operation today.
- Communicate: Clients won’t want to complete surveys for long, if they feel like the feedback is falling on deaf ears, so reply back to each remark – whether the respondent provides positive or negative information.
- Enact change: Ensure that you use the information gathered to make appropriate changes. After all, your clients and their families are likely the best source of constructive information you could ask for.
- Creating surveys, analyzing data, and making in-house changes takes time and resources, so it only makes sense to continually analyze survey data, the after-survey results, and the effectiveness of any changes to your operating model.
Utilizing Available Satisfaction Management Tools
If your business is medium to large, you’ll find it more economical to either partner with an established satisfaction management agency or implement one of the numerous satisfaction management tools available today.
Today’s top satisfaction management tools will gather and collate data more easily, create formatted “best practices” to help guide managerial decisions, and free up your team’s day to focus on the daily operations of the business.
Most home care business owners understand that client satisfaction – directly related to actively creating an unparalleled client experience from day one – is of paramount importance to capturing as much market share as possible. Learn how home care software can help to drive the absolute best experience for your valued clients.