How do you manage inconsistent client satisfaction metrics?

Inconsistent client satisfaction metrics can be a challenge for account managers. They can indicate that your clients have different expectations, needs, or preferences, or that your service delivery is not consistent across different projects, teams, or channels. How do you manage this situation and ensure that your clients are happy and loyal? Here are some tips to help you.

1 Understand the metrics

The first step is to understand what the metrics are, how they are measured, and what they mean. Different clients may use different methods or tools to collect and analyze feedback, such as surveys, reviews, ratings, testimonials, referrals, or retention rates. You need to know how each client defines and calculates satisfaction, and what factors influence their scores. For example, some clients may value responsiveness more than quality, while others may prioritize innovation over cost.

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2 Communicate with the clients

The second step is to communicate with the clients regularly and proactively. You need to establish a rapport and trust with them, and show that you care about their satisfaction and success. You also need to align your goals and expectations, and clarify any issues or concerns that may affect their perception of your service. You can use various channels and formats, such as calls, emails, reports, presentations, or meetings, to share updates, feedback, insights, or recommendations.

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Megan Martin

GSOC | Corporate Security | Travel Risk Management
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It’s really important to be astute and intuitive in your communications. You must demonstrate thoughtfulness. Every step of communication needs to be valuable for your customers. It’s okay to apply a get/give philosophy but make sure the customer does not feel like their time is wasted to appease your needs and goals. It‘s a mutual relationship.

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3 Customize your service

The third step is to customize your service to meet the specific needs and preferences of each client. You need to understand their pain points, challenges, opportunities, and goals, and tailor your solutions, strategies, and tactics accordingly. You also need to adapt your style, tone, and approach to match their personality, culture, and communication preferences. You can use tools such as personas, profiles, or segmentation to better understand and serve your clients.

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Pascaline Millar

Client Relationship Director @ Seventh Decimal | Marketing, Account Management
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One thing I have found useful is not to treat clients like a sales target. And reel off questions from a tick box list. Let the conversation flow and actually listen to what they are saying. Do not try to sell to them in that instance. Take what they say and then come back with a tailored approach based on the positives and negatives they may have disclosed.

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4 Monitor and improve your performance

The fourth step is to monitor and improve your performance based on the metrics and the feedback from the clients. You need to track and analyze the data, and identify any trends, patterns, or gaps that may affect your service quality or client satisfaction. You also need to solicit and act on the feedback, and implement any changes, improvements, or innovations that may enhance your service delivery or client experience. You can use tools such as dashboards, reports, or surveys to measure and improve your performance.

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5 Celebrate and leverage your success

The fifth step is to celebrate and leverage your success with the clients who are satisfied with your service. You need to acknowledge and appreciate their positive feedback, and show them how much you value their relationship and loyalty. You also need to leverage their satisfaction to generate more business, referrals, or testimonials, and to strengthen your reputation and brand. You can use tools such as cards, gifts, or events to celebrate and leverage your success.

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6 Address and resolve any dissatisfaction

The sixth step is to address and resolve any dissatisfaction with the clients who are not satisfied with your service. You need to apologize and empathize with their negative feedback, and show them that you take their issues or complaints seriously. You also need to investigate and resolve the root causes of their dissatisfaction, and provide them with solutions, compensation, or guarantees that may restore their trust and confidence. You can use tools such as complaints, escalations, or reviews to address and resolve any dissatisfaction.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Account Management

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How do you manage inconsistent client satisfaction metrics?

1

2

3

4

5

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1 Understand the metrics

2 Communicate with the clients

3 Customize your service

4 Monitor and improve your performance

5 Celebrate and leverage your success

6 Address and resolve any dissatisfaction

7 Here’s what else to consider

Account Management

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How do you manage inconsistent client satisfaction metrics?

1

2

3

4

5

6

7

1 Understand the metrics

2 Communicate with the clients

3 Customize your service

4 Monitor and improve your performance

5 Celebrate and leverage your success

6 Address and resolve any dissatisfaction

7 Here’s what else to consider

Account Management

Rate this article

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