What are some of the metrics widely used to measure customer satisfaction? 1. 2. 3. 4. 5. Ratings & Reviews What do your customers say about you online? How many reviews do you have? Who responds or is responsible for responding to bad reviews? Reviews influence 84% of Australian consumers in discovering a local business. • 37% of Australian consumers say that reviews play a big role in discovering a local business. • Only 16% of Australian consumers say that reviews do not play a role in discovering a local business. 28% of Australian consumers say they have looked up a business’s reviewwhile standing or being parked right outside to decide if they should go in or not. Importance of CX in Business Big role Moderate role 0% 20% 40% 60% 80% Slight role No role 37% 31% 15% 16% How big of a role do online reviews play in you discovering a new local business? 94 |
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