In a recent survey conducted by the Harvard Business Review it found that “80% of customer who switch suppliers report that they were “satisfied” with their previous suppliers.” Obviously satisfied customers are not the same as loyal advocates. In light of this frustrating statistic, it may be time to re-evaluate what “customer satisfaction” really means for businesses – and what you can do to not only satisfy your customer, but turn them into passionate advocates for your company.
To further reinforce the gap that exists between being satisfied and getting what you really want, is an excerpt from the Insurance Networking News article, Insurance Customers Satisfied, but Want More…
“There are significant gaps between what consumers want from their insurers and what they feel they are receiving, even though overall satisfaction levels are high, according to an Accenture survey of 7,000 people from 13 countries.
The survey found that the great majority (84 percent) of respondents say they are satisfied with their insurance provider but there is an expectation gap across the range of customer service issues. For example, nearly two-thirds (62 percent) said it was very important for their insurer to provide clear and easy-to-understand information on their policies, but only 27 percent of respondents said they were very satisfied with their insurers’ efforts to do so. Read the entire article