An Info Quest study found that totally satisfied customers contribute up to 2.6 times more revenue than somewhat satisfied customers. In addition, they contribute 14 times more than somewhat dissatisfied customers. Therefore, customer satisfaction plays a major role in how much revenue customers generate for a business. The BON-TON Stores Inc. understands the importance of customer satisfaction to its bottom line, which is why the company is conducting the BON-TON Customer Satisfaction Survey. Businesses should measure customer satisfaction regularly. Unhappy customers tend to tell their friends and family about their bad experience. This is a lot of negative word-of-mouth, which can affect a business and its reputation.
In fact, customer satisfaction is closely linked to repeat purchases and revenue. Unfortunately, business owners and employees often forget how poor customer satisfaction levels can negatively impact their businesses. It is bad enough to lose a single customer because he/she was unhappy. It is another thing altogether to lose several customers due to negative word of mouth. To overcome this problem, businesses need to measure satisfaction levels on an ongoing basis. Any changes in satisfaction levels can help identify whether certain products and/or services meet customer expectations.
One of the most heavily publicized customer satisfaction statistics is that it is cheaper to retain clients than acquire new ones. Businesses can spend thousands of dollars to attract the attention of prospective customers, nurture then into leads, and close them into sales. However, by conducting a simple customer satisfaction survey, a business would spend very little on retaining its customers. Therefore, such surveys are invaluable, particularly in the current business environment.
BONTON is a regional department store chain headquartered in York, Pennsylvania. The company operates approximately 275 stores in 26 states throughout the northern states. The store chain consistently offers an extensive range of limited distribution and unique merchandize, as well as competitively priced private and national brands tailored to the needs of its customers. The company aims to provide a convenient and innovative shopping experience to its customers.
How to Complete the BON-TON Customer Satisfaction Survey
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You will need:
- A valid BON-TON store receipt with a survey invitation
- A computer or mobile device with Internet access
- A basic understanding of English
- Visit instoresurvey.com.
- Click ‘next’ to proceed.
- Enter the state, city, store location and name.
- Enter the transaction ID, date of purchase, associate ID, and discount ID, if you made your purchase with it.
- Answer all survey questions candidly.
- Submit the survey.
Research shows that for every customer complaint, there are many unhappier customers who choose to remain silent. This is a troubling statistic. Businesses must measure customer satisfaction to identify unhappy customers. Not only is customer satisfaction a leading indicator to identify unhappy customers, measure customer loyalty, increase revenue and reduce customer churn; it is also an important point of differentiation that helps businesses attract new customers.
Ready to do the BON-TON Customer Satisfaction Survey, click “Start the Survey” button below.