Measuring User Satisfaction

User satisfaction refers to the benefits that a customer derives from use of a certain product or service. As a businessman or businesswoman offering services or products to clients, it is highly recommended that you ascertain whether they are satisfied or not. This is an important aspect as it will help in making right decisions in meeting customers’ requirements in bid to retaining them and recruiting others.

Measuring User Satisfaction

In order to measure this, there are a number of tools which can be applied. They include the following:-

User Satisfaction Through Surveys

This is one of the most effective and commonly used methods in determining user satisfaction. In this method, organizations organize and carry out surveys which are tailored in determining whether users are satisfied. This may be specific to certain goods or services. This can be conducted immediately after the customers have purchased products or services. For instance, if it is a service industry such as a restaurant, the surveys can be administered immediately by asking clients questions in respect to the services offered. If they are genuine, they will give you a feedback which will help you improve on what you are offering. Users will be able to point out the areas that they were not satisfied with, some will even go ahead in giving you what they like and if all these information is taken into consideration, customers will get more satisfied.

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In some cases, for instance when dealing with goods or products, you may conduct the surveys when the users have utilized the products. Structure the survey in such a manner that you capture everything that users will raise as this will be key in doing necessary adjustments to your products in order for the users to be satisfied more in the future. You can use Google online forms in conducting the survey for example when dealing with international clients who may be hard to get on a one on one basis.

Loyalty Measurement in Determining User Satisfaction

When users are loyal to your product, it means that there’s a great likelihood of repurchasing the product in the future. It means that they are satisfied with what they are getting hence ready to come for the same in the future. On the other hand loyalty can be measured by the ability of recommending the product or service unto others such as family members, friends, and neighbours among others. In measuring loyalty as a tool of determining user satisfaction, the following questions must be considered: In overall how are users satisfied with a service or a particular brand of a product?

What is the likelihood of continued purchase or use of the services and finally are users likely to recommend the product or service unto others? If all these questions receive a yes answer, then you are sure that what you are offering satisfies users. If you receive a no in all the questions or some of the questions, then you are sure that your users are not satisfied hence need to adjustments.

Emotional Measurement

This is an important tool in measuring the satisfaction of users. Emotional measurement helps in determining the overall opinion and experience of a user towards particular products or services. The overall experience with a product or service is dependent on the general attributes that clients receive from their use. Some people for instance when dealing with services, they are able o react immediately which will communicate volumes in terms of what is being offered. It is upon the business person to be quick and always alert in reading the emotions of their clients as some may not be satisfied with a specific attribute in regard to the services or goods that you offer.

When users are dissatisfied, they will always show regret as to why they purchased a certain product or service whereas satisfaction is always accompanied by positive ideas such as “I am delighted I purchased this product.” Emotional satisfaction will always make users recommend others to a particular brand or service. If there is no emotional satisfaction, then users are not likely to recommend others to specific goods or services.

Abandonment and Exit Rates

As a tool used in measuring customer satisfaction, this is one of the best for those who want to achieve success in their business. When doing your analysis, you will realize that some of your clients have left for instance your services and they are thronging to your neighbor or your fellow competitor’s brand.

This is referred to as use behavior and it is used in indicating dissatisfaction. There are always question marks when you find that you are losing clients and at the same time you are not recruiting others. However, in some cases it may be hard to find out why users are exiting or abandoning you hence needs to come up with a user feedback plan. In this they will be able to point out why they are dissatisfied with your services or goods and in the long run you will be able to put the right measures in place so that you may contain exits and abandonments.

On the other hand, when you do the analysis and find out that the rate at which your users or clients are exiting is low, and then you are sure that what you are offering is satisfying their needs. If the exit rate is low or there is none, then there is satisfaction and if it high, then there is dissatisfaction.

Satisfaction Platforms

There are a number of other platforms which can be used in assessing whether users were satisfied or not. Have a good context structure through which users can communicate with you for instance if you want to ascertain how they were served for example with your support team. Depending on the feedback that you get you will be able to know whether your users were satisfied or not. In some cases through such platforms, some clients will not hastate to recommend the service or product which is a measure of satisfaction.

If user satisfaction is done properly, then most of the businesses and institutions will always flourish as it will help in making right adjustments tailored towards users/clients.

Jessica Miller
Jessica is the Lead Author & Editor of UsabilityLab Blog. Jessica writes for the UsabilityLab blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to usability.
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