5 Ingredients for Achieving Total
Customer Satisfaction

Customer Satisfaction In
Automated World
“I truly believe that even in this automated world
that we are moving into, service quality and high
standards in customer interaction will be success
defining factors.”-
Pere Hospital, CTO – Cloudways

Customer Satisfaction
O Accept a Fact:
O “You can’t make everyone happy all the
time.”
O But this does not mean you should leave them
unattended.
O Focus on your customers and assess how
you can really help them. and
O Keep a close eye on what they think about
your offering, it will help you jumpstart your
journey on the road to success.

Customer Satisfaction at
Cloudways
At Cloudways, we are progressing on the
road to achieving utmost customer
satisfaction.
We had roadblocks in the beginning due to
our lack of experience, but we listened to
our customers — and kept on improving
what we do and how we do it!
Now we have a Customer Satisfaction rate
of 94% and this is how we were able to
achieve this rate.

Measure
O To know what is going on with your product,
start measuring EVERYTHING!
O Metrics are the mission control center of your
startup.
How Cloudways does it?
We ask one simple question with every solved
ticket:
“How well did the technical support
representatives at Cloudways solve this
ticket?”

Answer
O Check customers’ feedback EVERY DAY.
O Positive Reviews are good for showing off; it is the
Negative ones that you have to nurture.
O Answer ALL AND EVERY negative review. I repeat
EVERY.
O Be happy that they have actually bothered to give
you a feedback. GET BACK TO THEM!
O There is no better way to understand what is going
on with the progress of your “child” and which “extra
classes” are required.

Incrementally Improve
O Do not rush into improving everything.
O It is very important that your customers know
that you LISTEN to them.
O Set Realistic Goals to achieve.
O When you achieve your goals, LET YOUR
CUSTOMERS KNOW.
O When you solve their issues, LET YOUR
CUSTOMERS KNOW
O They will—I promise—appreciate it!

Set Expectations
O Set Realistic Expectations
O You should know What and When things
were expected to happen.
O It reduces support load as customers will not
always be asking about when something will
be completed
O It is critical that you meet the expectations
you set.
O Better still, leave some margin, so you can
easily improve on them!

Build A Culture
O Build a culture where (from top to bottom
and from left to right) customer
satisfaction is a cornerstone of “who you
are” and “how you do things”
O This is again something you need to
nurture on daily basis.
O Don’t rush on crafting a culture, just
engrave it in your business DNA!

Hopefully these tips would
help you gain more customers,
and hopefully, no competitors!
Good Luck! 