Monitoring Customer Satisfaction on the Web

If you have an e-commerce site, you need to know if you customers are
satisfied. Unlike a brick and mortar business, it is very hard to
monitor customer satisfaction on the web. If your business is Internet
only or if it is a brick and mortar business, customer satisfaction has
to be a priority or else your business will fail!

If you don't physically see the customer, how can you tell if they are
satisfied? One of the best methods I have found, is to use the free
services of (Bizrate.com*) http://www.bizrate.com

After you have filled out their on-line application and your web site is
approved, Bizrate.com sends you some simple HTML to paste into your
receipt page. This HTML offers customers a chance to win a prize if they
fill out a short survey about their shopping experience. Customers will
rate your company and your web site using a 1-10 scale on the following
parameters of satisfaction:

* Overall Rating
* Ease of Ordering
* Product Selection
* Product Information
* Price
* Web site Performance
* On time Delivery
* Product Representation
* Customer Support
* Order Tracking
* Shipping & Handling

Having this type of feedback is essential to continuously improving your
operations. Bizrate provides you the feedback weekly in the form of a
customer approved survey link that is posted on your web site.

To view a real Customer certified report, visit the survey results of
our customers from our other Internet business at this URL:

http://www.bizrate.com/ratings_guide/report.xpml?mid=19250

With this information your new customers, current customers and you know
how your customers feel about your company, services and products. You
can make the necessary corrections to your operations, by monitoring
your weekly results and reviewing real customer feedback.

In summary: It is hard to tell who to do business with on the Internet
these days. You can put your customers at ease by letting them know you
care about their satisfaction. There isn't a better way to reduce
customer apprehension and assure customers of your legitimacy, than to
have "Customer Certified Ratings" posted on your web site. Do not work
in the dark, let your customers light your way by allowing them to tell
everyone why they should do business with you.

About the Author

Daryl Clark is President and CEO of EMarketingMan.com. His goal is to
provide you with high quality information, management and internet
consulting services. You can read his other articles at
http://www.emarketingman.com/articlespolicy.htm. E-mail
to: emarketingman-subscribe@topica.com

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