5 Top Tips on Improving your Customer Satisfaction Strategy

Does it feel like you’re constantly looking for ways to keep your customer’s smiling?

You might throw in a free treat with each delivery or look for ways to simplify your website so it’s easy to navigate. Perhaps you allow customers to self-serve when they want to know where their parcel is and when they can expect it.

Customer satisfaction is one of the most important metrics for businesses. It can determine if a buyer returns after receiving their parcel. So how do you meet your customers expectations to keep them loyal and buying from you for years to come?

If you’ve run out of ideas to improve customer satisfaction, try these strategies to ensure your shoppers keep coming back again and again.

Why is Customer Satisfaction Important?

Customer satisfaction can be a significant differentiator from your competitors. Many studies have shown that shoppers prioritise it when buying online. Some of the vital statistics include:

• 72% of customers will tell up to six people about positive shopping experiences.
• It is up to six times more expensive to acquire a new customer than to keep an existing one.
• Loyal customers can be worth up to 10 times the amount of their first purchase.

5 Customer Satisfaction Strategies

There are many ways to keep customers satisfied. Here are five simple solutions you can implement to make a difference to your buyers.

1- Keep the Checkout Process Simple

Have you ever looked at your cart abandonment statistics? More importantly, have you tried to improve the checkout experience? It can determine if a customer goes through with the purchase. Some of the ways you can keep it simple are:

• Include all fees in the shopping cart so there is no surprise when they pay.
• Only display products in stock so it doesn’t lead to disappointment.
• Include Live Shipping Rates so customers can choose how quickly they want their parcel without you having to pay extra for postage.

2- Respond to Customers Quickly

You must respond to customer enquiries as quickly as possible. They will judge you on every second they wait to receive a response. One of the most common questions you might receive is, “where is my parcel?”. But you also might get questions about the products you offer and the courier services you use. Try these steps to keep them happy:

• Respond to customers on social media so others see how you handle enquiries.
• Use the Branded Tracking Portal so customers can check where their parcel is at all times.
• Use chatbots to respond to simple enquiries 24/7.

3- Provide Personalised Experiences

Personalisation is becoming increasingly popular with businesses and customers. It goes beyond sending recommendations of products based on prior purchases. You need to create campaigns that speak directly to your customer segments. Here are some ideas on how you can do that:

• Design promotions that are personalised to your buyer personas.
• Create content that will benefit those that visit your website the most.
• Use customised responses when responding to enquiries.

4- Ask for Feedback

You won’t know how to improve customer satisfaction unless you ask for feedback. There are several ways to get responses from shoppers about their experiences. You can use social media or send automated emails 14 days after they receive their parcel. There are also these strategies:

• Ask your customers to leave a review on Google or social media.
• Encourage buyers to share their experiences in videos you can post on your platforms.
• Search the internet to find what people are saying about your business.

5- Deliver Orders at the Right Time

One of the most critical pieces of information for customers is when their parcel will get delivered. They want to plan ahead so they can be available to receive it. Not only should you display when buyers can expect their package, but you also need to ensure you deliver it on time. Here is how you can do that without driving there yourself:

• Access the largest range of courier providers with Interparcel’s multicarrier shipping solutions.
• Utilise same-day or express shipping options from multiple courier providers.
• Provide SMS or email notifications to customers so they know when their parcel is coming.

How to Deliver Customer Satisfaction

It's vital that you put yourself in the shoes of your customers to understand what’s most important to them. It might be the speed at which you respond to an enquiry or if you can deliver on a promise of when their parcel will arrive. Using the strategies above will help improve customer satisfaction and ensure they remain loyal to your business.

Interparcel’s multicarrier shipping solutions are designed to simplify your fulfilment and keep your customers satisfied. Whether it’s Live Shipping Rates or the Branded Tracking Portal, these tools help provide choice and keep shoppers informed of their parcel at all times. Sign up for your free account today to take the first steps to improving customer satisfaction.