The Power of Customer Satisfaction: Why Checking In Matters

At CPB UK, we understand the power of customer satisfaction and that customer satisfaction is the cornerstone of a successful business. That’s why we recently conducted a customer satisfaction survey – to ensure we are delivering what our customers truly need and expect. But beyond just gathering feedback, this process is about continuous improvement. 

In today's rapidly evolving business landscape, staying attuned to customer satisfaction is more critical than ever. Recent developments highlight the importance of proactive engagement and adaptation to meet rising customer expectations. 

Emerging Trends in Customer Satisfaction 

Recent studies reveal that 93% of customers are more likely to make repeat purchases with companies that offer excellent customer service. Additionally, acquiring a new customer can cost five times more than retaining an existing one, emphasising the value of focusing on current customers.  

Furthermore, a global survey indicates that 71% of consumers expect companies to deliver personalised customer service, and 76% get frustrated when this doesn’t happen.  

Why Customer Satisfaction Should Never Be Assumed 

It is easy for businesses to assume that everything is running smoothly. After all, if customers aren’t complaining, they must be happy – right? Not necessarily. Many customers who feel dissatisfied won’t take the time to provide feedback; they’ll simply take their business elsewhere. That’s why actively checking in with your customers is crucial. It allows businesses to spot hidden pain points, celebrate successes, and ensure they’re not losing customers without realising it. 

Technological Integration Enhances Customer Satisfaction 

The integration of artificial intelligence (AI) in customer service is reshaping how businesses interact with consumers. For instance, companies like Telstra and Bunnings have implemented AI tools to streamline customer interactions, resulting in improved satisfaction levels.  

Case Study: Target's Response to Customer Feedback 

Target has recently addressed customer complaints about long self-checkout wait times by investing in more staff and optimising processes, leading to the highest guest satisfaction levels in over three years.  

Stop, Start, Continue: A Simple but Effective Model 

Once feedback is gathered, the key is to act on it. A structured approach like the Stop, Start, Continue framework can be highly effective: 

• Stop: Identify what isn’t working. Are there processes that frustrate customers? Are there outdated services that no longer add value? Recognising and eliminating inefficiencies improves the overall experience. 

• Start: Listen to what customers want that isn’t currently being offered. Is there a demand for a new service? Could communication be improved? Implementing these changes can set a business apart from the competition. 

• Continue: Find out what customers already love and make sure to maintain or even enhance those aspects. It is important to reinforce the positives that build loyalty and trust. 

  
  

Measuring What Matters: Insights from CPB UK's Latest Customer Satisfaction Survey 

We recently undertook a ‘warts and all’ customer satisfaction survey to ensure we're meeting expectations, and to identify where we can do even better. At CPB UK, we are committed to delivering exceptional service and building meaningful, long-term relationships with our clients and this survey was designed to gather honest, valuable feedback directly from our clients, helping us to understand their experiences, measure satisfaction levels, and uncover opportunities for improvement. By listening to our customers, we aim to continuously refine our services, strengthen trust, and ensure that every interaction with CPB UK adds real value. 

Ultimately, the survey forms part of our ongoing commitment to transparency, accountability, and excellence in everything we do. Headline results from the survey included: 

• 99.2% of CPB UK’s customers rated its ‘communication and responsiveness’ as ‘excellent’  

• When asked ‘Would you recommend CPB UK to other businesses looking for a specialist IT demand generation agency’ – 100% of CPB UK’s customers answered ‘Yes’ 

• 98% of CPB UK’s customers stated that they are ‘very satisfied’ with the levels of service being delivered  

• Over 90% of customers choose to work with CPB UK due to its extensive levels of IT industry expertise 

• Over 95% of customers choose to work with CPB UK due to the professionalism levels shown by staff   

  
  

The Cost of Neglecting Customer Satisfaction 

Ignoring customer feedback can have significant repercussions. Reports indicate that 33% of consumers will switch brands after a single bad experience, underscoring the importance of continuous improvement. 

The Power of Customer Satisfaction - A Commitment to Ongoing Improvement 

Incorporating customer feedback and staying abreast of industry trends are vital for maintaining high customer satisfaction levels. By embracing technological advancements and actively engaging with customers, businesses can foster loyalty and drive sustained success.  

Customer satisfaction isn’t a one-time goal – it’s a continuous journey. By regularly seeking feedback and acting on it, businesses can create stronger relationships, build brand loyalty, and improve retention rates. At CPB UK, we’re committed to ensuring our customers' voices are heard, and we encourage all businesses to take the time to check in, reflect, and evolve. 

Because in today’s competitive world, assuming customer satisfaction can be a costly mistake. Instead, let’s listen, learn, and lead with the needs of our customers at the heart of everything we do.