Measuring Customer Satisfaction
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The opposite of proactively gathering customer feedback—waiting for it arrive on its own—is a flawed approach to customer satisfaction. To know what customers are thinking, you must ask--- Market Directions can assist you with asking the right questions in the form of surveys, interviews or a customer feedback program.
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Market Directions is committed to helping you improve your satisfaction measurements with your customers and employees. Our three stage process determines the roadblocks to delivering superior customer service, assessing your customer care center, providing you with solutions that are practical and resourceful—
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Situation Analysis
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Needs Assessment
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Set the Vision
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Interviews -- with key personnel including front end employees, managers and customers.
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Determines roadblocks to delivering superior customer service in:
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Strategies for
implementation:
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Observations—
keen observations of work in process for objective insight
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Communication — is it effective between customers and employees— management and employees?
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Executive Leadership — envision a future and inspire your team to join in building that future.
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Surveys—
of employees, managers and customers
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Accountability —ownership of calls, follow-up, nurturing a lead? Are there consequences?
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Effective Use of People— focus on interpersonal skills and skills to satisfy customers — motivate
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Measurements — review of current tracking, internal process measures— where do you stand now?
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Skill Level —are personnel skills matched with current positions. Is training necessary?
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Involvement—establish effective communication, rewards and empowerment.
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Technology –what types of software, automation, could make the process better?
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The Bottom Line on Customer Satisfaction
Without clearly understanding customer value and the financial implications, motivation to improve the customer experience will not happen.
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ü A Totally Satisfied Customer contributes 2.6 times as much revenue to a company as a Somewhat Satisfied Customer.
ü A Totally Satisfied customer contributes 14 times as much revenue as a Somewhat Dissatisfied customer.
ü A Totally Dissatisfied customer decreases revenue at a rate equal to 1.8 times what a Totally Satisfied customer contributes.
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For Help With Customer Satisfaction Measurements Call Market Directions
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