Other Ways to Measure Satisfaction
Using multiple lenses and methods to gauge customer satisfaction ensures that your measurement is accurate and complete.
Too often customer satisfaction is reduced to a simple equation that compares customer expectations to customer perceptions (E-P = Opportunity).
In fact, there are many contexts and points of view relevant to the discussion of customer satisfaction. For instance, other than E-P, other key facts that inform customer satisfaction are company vs. competitor comparisons, company vs. comparable company
5 Responses to “Other Ways to Measure Satisfaction”
Good post.
By Prue on Oct 28, 2008
My name is Maher Saleh , i’m working as Internal Audit Manager ( CEO Office ) at Group Retail Stores Compay , now i’m in stage of preparing a munual for controling -Auditing the Customer Service Performance. What ways and methodes that i can use for auditing and measure the Customer Satisfaction .
Thanks
Maher Saleh
By Maher Saleh on Dec 17, 2008
Also what the project i can use for making a good , easy and fast hotline for the customer for any complaint or suggestion that geving the customer the comfertable feel that our stores are usaly looking for thier satisfation .
Best regards,
Maher Saleh
By Maher Saleh on Dec 17, 2008
employee satisfaction / quality and service mix = guest satisfaction
By eslam on Jan 24, 2009
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.
By Cheryl Flink on Aug 21, 2009