Every day, businesses lose money because of dissatisfied customers. One poor service experience can actually cause 80% of customers to switch companies, according to a Zendesk Customer Experience Trends Report.
Because septic and sewer services are so valuable, it’s especially important to measure customer satisfaction. Today’s post will cover the most effective methods to measure customer satisfaction for your septic or sewer business. Additionally, we’ll discuss key performance indicators and the ways to measure them!
Client Retention Rate
When it comes to measuring customer satisfaction for any business, client retention rate is one of the most valuable ways to ensure that your business is on the right track. It’s used to measure the percentage of customers who continue to come back for your services over time. It measures their loyalty, identifies any issues causing dissatisfaction, and it helps to identify any areas that could use improvement. For reference, a solid client retention rate is typically around 80 or 90 percent. Don’t know how to calculate your CRR? It’s a simple formula! Just take the number of customers at the end of a period of time (let’s say 6-12 months) and subtract the number of new customers you have during the period of time. Then divide that by the number of customers you had at the start!
Average Job Time
Similar to the average time it takes to respond to client needs, it’s also valuable to track the average amount of time spent completing a job from start to finish. It’s especially important for septic and sewer services because it allows business owners to measure their effectiveness and efficiency when completing jobs. On average, a good amount of time spent on a job is 1 to 2 hours. However, remember to be realistic about this goal and keep in mind what type of job you’re taking on. Some can take much more time than others. Calculate this average by taking the total amount of time on a job and dividing it by the number of jobs completed. If your business could complete 20 jobs in 40 hours, then your average per job would be 2 hours, which sits comfortably in the industry benchmark.
Customer Surveys
You can gauge how your customers feel about your service by conducting surveys with them. This can offer a clear indication of how well your services are performing and identify any room for improvement. Business owners can conduct surveys by sending out long or short emails customized to their preferences, such as ratings from a scale of 1-10. The best way to make your surveys credible and authentic is to customize them and use your brand colors and themes. The most effective results can also be achieved by segmenting your data and sending different types of surveys.
"It comes down to how your customer experiences the brand – and how that brand makes a person feel." Alex Allwood, Customer Experience Management Consultant
On average, a good customer satisfaction rate is 80 percent. You can calculate this by taking the number of positive responses to a survey and dividing it by the total number of your customers, then multiplying by 100. If your business surveys 100 people and receives 60 positive responses, their client satisfaction rate would be 60 percent. You can also use social media to help indicate how customers feel about your brand and services!
Elevate Customer Satisfaction and Boost Your Business
If you want to ensure your septic or sewer business keeps growing and providing excellent service, it’s vital to be proactive in measuring customer satisfaction. Remember, it’s not just about providing a service — it’s about how your brand makes your customers feel. By continuously monitoring and improving customer satisfaction, you can build loyalty and long-term success. This principle applies to all septic, sewer, and portable restroom contractor businesses. For more expert tips on keeping your business thriving, be sure to subscribe to the American Liquid Waste Magazine. Stay informed and take your customer satisfaction to new heights.