High satisfaction index in online mentions

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Online customer comments and conversations can give you insight into how your customers feel about your brand. And the online mention satisfaction index ( Ns ) can help you understand whether customer sentiment is positive or negative.

Satisfaction Index in Internet Mentions

Not every online chat is about customer service, but support teams have a strong influence on the direction of these interactions. About half of consumers (47%), according to research by Statista, preferred to choose those organizations that responded to their complaints on social networks and answered their questions. A social media business opportunity seekers email list management service such as SproutSocial can automatically calculate this index for a certain period of time.

Net sentiment = [(Number of positive posts – Number of negative posts) – Total number of positive, or negative posts about your brand] * 100

By integrating into CCaaS (contact center as a service) software, SproutSocial allows operators to monitor social media conversations with negative reviews and, if possible, influence them. Most often, the integration looks like a dashboard, operators associate negative messages with consumer data and offer them solutions to solve the problem.

Since it is virtually impossible to achieve a perfect satisfaction index in online mentions, the return on an operator's efforts can be determined by improving the indicator over time.

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Development and implementation of customer service standards
An example of implementing customer service standards that is quite popular is the introduction of a dress code, thanks to which company representatives working with personnel become the face of the organization. This will allow, firstly, consumers to navigate the sales area more easily, and secondly, to avoid various awkward moments related to the appearance of specialists.

Most often, the development of customer service standards in a store and other organizations is carried out by HR department employees or marketers, and this process begins with the appointment of a working group, which may include employees of the sales or customer service department, who are well versed in the specifics of the company's activities, as well as a project manager.

The project manager's responsibilities include collecting the necessary information, namely, describing the target audience, understanding the rules of communication with consumers and effective work processes. The working group is responsible for drawing up an action plan for the formation of standards. Exact deadlines are agreed upon, a responsible executor is appointed who monitors the implementation schedule and the process itself. Intermediate results are recorded and analyzed, a final version of the service standard draft is created, which every employee of the company must familiarize themselves with. If necessary, suggestions and comments are made at this stage.

Implementation of customer service standards

The task of the management in this case is to clearly convey to employees the goals of implementing standards, give them the opportunity to participate in the process of their creation, approval, and also to show trust and openness to the staff. In this way, employees will have an incentive, and they will become more loyal to the company. Since it is the managers and sellers who will fulfill the requirements of the standard, their opinions should be listened to.

You can turn to the experience of global companies, study their service standards. First of all, this concerns hotels and restaurants, where the classic standard is the waiter's adherence to the following sequence of actions: greeting, collecting the necessary information, offering dish options, serving the order, feedback, payment and farewell. At the same time, each step should be regulated by gestures, verbal content and time spent.

If we talk about the hotel business, then here the standards are more extensive and apply to the speed of service, cleanliness of premises, anticipation of customer wishes, accuracy of order execution, appearance, attentiveness, professionalism, confidentiality, politeness, number of personnel and areas of responsibility. Ideally, they should describe the main models of behavior with different types of visitors, which employees should also be able to determine, for which trainings are held, where role-playing scenes are played out.

The situation is similar with beauty salons, restaurants, showrooms, car dealerships, retail outlets, contact centers, where service standards should reflect the competitive advantages of the organization, i.e. show why the client should contact this company and not another. With the help of this block of standards, the staff will be able to overcome consumer doubts and deal with their objections more successfully.