satisfaction surveys mask customers' reasons for defecting - how to rate a restaurant on skip the dishes

I have been watching. -
Companies that use the terms "customer experience" and "customer satisfaction" as if they were synonymous. They\'re not.
The former is based on the emotions generated in a process.
The latter is based on the results of a particular moment.
One study after another shows that,
Customers for several quarters thought they were happy with their suppliers before they complained to others.
Sean Smith and Joe Wheeler suggest in their book managing customer experience that figure is up to 80%.
However, marketers continue to use satisfaction ratings when measuring how much their company interacts with customers.
What puzzles me is the lack of recognition for what is obvious.
Even if high satisfaction does equate to a meaningful and memorable customer experience (from the customer's point of view), they rarely predict the possibility that a satisfied customer will start to positively evaluateof-mouth.
Look at this.
If you are under investigation after a decent dinner at a regular restaurant, you will most likely say that you are satisfied.
But how likely are you going home to call a few friends and suggest that they also go to a regular restaurant for a decent meal? Not very.
However, if you have a good time and the food is delicious, you are more likely to tell others about your experience and advise them to go to that restaurant.
Another drawback of the satisfaction survey is that each individual survey is based on the specific expectations of the customer.
Let's go back to that restaurant.
If you 've heard of some great things and found that the food is average, your satisfaction may be low.
However, suppose you hear something that is not inspired, but later find that you are there for a better time than you expected.
Your satisfaction may be higher.
However, it all shows that the restaurant jumps higher than the low bar you set up for it.
This is one of the main flaws in satisfaction and you just don't know how high (or how low) the threshold is set by the individual ).
This brings us a customer experience and an effective difference between it and customer satisfaction.
The customer experience considers the customer's emotions, which is the direct result of their interaction with the company.
The objectives of the problem in such an investigation include whether the customer believes that the company takes into account the interests of the customer, or whether the customer thinks that they are only a means of making money for the company.
Ironically, because it's easy for companies to do satisfaction surveys, they don't realize how customers really feel about them.
A recent Bain survey supports the theory.
This shows that 80% of companies believe they offer a superior customer experience, but only 8% agree with that view. Eye-
Open it, don't you?
If you are conducting a satisfaction survey, I strongly recommend that you ask your client about their experience.
Your overall score may not be as high as when you ask for satisfaction, but the results more accurately reflect where you are and how far you have to go to reach your goals.