Why is client satisfaction so important?

This article lists three reasons why measuring client satisfaction is crucially important for any organization.

If you’re like the majority of business owners and managers, you need no convincing that client satisfaction should be high on your organization’s list of priorities. However, some market researchers believe that client satisfaction isn’t worth measuring at all. They argue that client satisfaction doesn’t necessarily translate into target audiences loyalty and that tracking the latter is all that’s important. Are you not quite sure if client satisfaction should really matter to your organization? This article lists three reasons why client satisfaction is crucially important for any organization.
What is client satisfaction
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First, let’s talk numbers

Before we begin our short but sweet exposé, we thought we’d share a few interesting stats with you. For instance, did you know that:

  • 7 in 10 marketing managers believe client satisfaction is an important metric to manage and monitor a business’ progress?
  • Zappos, an online retailer known for its extremely high customer satisfaction rate, reports that 70 to 75 procent of its sales stem from purchased made by returning customers. Additionally, loyal Zappos customers tend to order more than two times the amount they ordered as first-time customers.

The importance of client satisfaction

Still not convinced? These reasons are definitely worth a read:

1. Stakeholders are more expensive to gain than to retain

Gaining new stakeholders is more expensive than retaining the ones you already have. Think about it: treating a stakeholder to a friendly smile costs your organization nothing. The ad campaign that attracted the visitors to your business in the first place, however, does.

2. An unsatisfied stakeholder can never be a loyal stakeholder

No matter how great your organization compares to the competition, client satisfaction is important if you want stakeholders to stick with you. Unsatisfied people will always take their business elsewhere, even if it means giving up advantages only your organization offers.

  • Did you know? Rather than pushing customer service staff to sell, sell, sell and hang up the phone as quickly as possible, Zappos encourages them to establish an emotional connection with the customers they talk to. It doesn’t even matter if they make a sale. Zappos’ longest call lasted for 8 hours – and the sales rep was lauded for it.

3. You can’t measure success without measuring client satisfaction

Sure, you’ve got your goals all set out and you’re meeting all the deadlines. But what if your target audience actually prefers a different approach? Without measuring client satisfaction, you can never be sure if you’re on the right track in the long run.

Find out how happy your target audience really is

Can’t wait to start measuring client satisfaction? Create your survey today! It’s fast. It’s easy. And the ROI is priceless.

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