Comments for customer satisfaction strategy blog

Comment on Self-Service Would be Used More if… by Nathan Lee

Nathan Lee — Mon, 30 Aug 2010 04:45:59 +0000

when establishing a business, a good customer service is always necessary’-~

Comment on The Pros & Cons of Net Promoter Score by celebrity fuck you

celebrity fuck you — Tue, 24 Aug 2010 18:37:11 +0000

Sign: zdbrw Hello!!! kxuhg and 5398hatmagznbz and 1649 : I will try to recommend this post to my friends and family, cuz its really helpful.

Comment on The Pros & Cons of Net Promoter Score by Andy Perkins

Andy Perkins — Thu, 21 Jan 2010 18:19:51 +0000

I’m actually a fan of the NPS approach. For many small and medium sized businesses that make no effort to engage their customers, the simplicity of NPS is an important benefit. Sure, there are plenty of critiques in the academic and consulting literature, but what I find with my clients is that they can actually get their heads around the question, the metrics, the implementation process. And so can their customers.

That said, I do modify the satisfaction questionnaire a bit. By including an open-ended question or two as well as a couple of classification questions, a client can quickly solicit and receive feedback from a large percentage of customers. When this happens, the non-response bias is minimized and the guidance provided by the qualitative responses serves as a great starting point to develop programs and strategies to improve customer relationships.

In short, I find clients ready and willing to take action - which ultimately is the path to getting better.

Andy Perkins
The Customer Satisfaction Questionnaire Blog

Comment on Self-Service Would be Used More if… by Phone blocker

Phone blocker — Mon, 30 Nov 2009 10:56:20 +0000

Great article you got here. I’d like to read something more about this theme.

Comment on Self-Service Would be Used More if… by Anonymous

Anonymous — Wed, 16 Sep 2009 18:28:07 +0000

Is it Yes written interesting, but continuation will?

Comment on The Pros & Cons of Net Promoter Score by Ben Marbury

Ben Marbury — Fri, 11 Sep 2009 16:18:57 +0000

The question is OK. The problem is that it is not helpful in finding solutions. For that you need a well constructed questionnaire as part of a good program. Also the question of few verbatims in online survey responses complicates the matter.

Comment on The Pros & Cons of Net Promoter Score by sandrar

sandrar — Thu, 10 Sep 2009 13:32:36 +0000

Hi! I was surfing and found your blog post… nice! I love your blog. Cheers! Sandra. R.

Comment on Other Ways to Measure Satisfaction by Cheryl Flink

Cheryl Flink — Fri, 21 Aug 2009 22:08:00 +0000

Mystery shopping measures three things happening within the four walls of a multi-location business: Compliance with brand standards; ability to upsell and generate revenue; and metrics related to customer satisfaction. We have found that customer satisfaction work can set the standards that a company uses in its mystery shop program, and that mystery shopping can provide very specific information about what behaviors create customer satisfaction. The two can complement each other, and can be modeled to tie to financial metrics.

Comment on The Problem with Customer Satisfaction by http://www.hitratesolutions.com

http://www.hitratesolutions.com — Thu, 28 May 2009 00:55:21 +0000

This is a common problem. Businesses find it tough to satisfy their customers nowadays. I think they just need to hire people dedicated enough in meeting the client’s needs and doesn’t just rely on the script alone.

Comment on Other Ways to Measure Satisfaction by eslam

eslam — Sat, 24 Jan 2009 18:00:21 +0000

employee satisfaction / quality and service mix = guest satisfaction