The Customer is Always Right: Two tips to Drive Customer Satisfaction

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Satisfying customers is a challenge for any company and any industry. This is particularly true in information technology, and particularly Password Management. In general the U.S. doesn’t score, as a whole, very well in Customer Satisfaction in regards to IT services. According to a 2012 article in Forbes.com Customer Satisfaction Index the United States averaged 87% in overall Customer Satisfaction scores for that year. When you look at that score relative to the rest of the world, the U.S. comes in just below Germany (88%) and well below two countries tied for first, Australia and Canada, each with a score of 93%.

A more recent study by the American Customer Satisfaction Index rated all of the IT services in the U.S. between 68 and 78 on their ACSI scale, which represented an anemic and flat to slightly downward trend when compared to 2013 numbers. Computer software, which includes IT security, averages a low 76 customer satisfaction score. These lackluster numbers underplay the importance of good customer satisfaction, not only to the health of your company, but in the level at which your company and its products are able to provide value to your customers. In a fascinating study in 2012 by Zendesk, 82% of Americans that stopped doing business with a company cited poor customer service as the main reason.

What is the cost or revenue loss associated with disgruntled customers? The same Zendesk report estimates that bad customer service costs major companies around the world $338.2 billion annually. In the U.S. the average value of each lost business relationship is $289.

In Password Management, customer satisfaction is also very important. Few things can make a person more irate than the inability to access an account or their profile. Yet we have to balance this demand for accessibility with the proper procedures and protocols for good, solid security. That’s why at Nervepoint Technologies, we feel this balance can be achieved by flawless customer service, and we take this dedication to customer service seriously. Our latest customer service numbers show a 100% satisfaction rating with our level of service.

This score demonstrates a commitment to our customers and a keen attention to two areas that we feel drives customer service:

  • Immediate response. Responding quickly to a problem produces a strong, positive impact on customers.
  • Easy to use and always here. As hosted solution with an intuitive “Support” tab on the side of our website lets our customers know that help is only a few clicks away.

Sam Walton, founder of Walmart, once remarked that the goal as a company is to have customer service that is not just the best, but legendary. To achieve these goals in today’s tech-focused environment, its important have to have an approach that is not only simple to use and always available, but that puts your customers in the driver’s seat when mitigating their service issues.

This Blog was brought to you by Nervepoint Technologies and its CEO, Lee David Painter. With over 20 years of industry experience as a pioneer in IT Security, Lee developed the world’s first OpenSource browser-based SSL VPN (SSL-Explorer). Today, Lee runs Nervepoint Technologies, a leader in Password Self-Service solutions.
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