Customer Satisfaction is often measured by Customer Survey data. There are many market research companies that will create and run customer satisfaction surveys for you, based on your unique needs. There are 10 areas to consider when planning a customer satisfaction survey, from who to survey to how to provide feedback to customers about what you found and how you have changed based on customer feedback.
Archive for December, 2011
Customer Satisfaction methods often focus on individual consumers and businesses. Normally the business is bigger, more powerful and employ the language and thinking of slave-owners when dealing with customers. The consumer feels small and may be intimidated. There are cases, however, where there is a more even match between customer and vendor, or where the customer has more power than the vendors. Read how one organization rated their vendors.
A company with a bad reputation on the web will have difficulty attracting top talent. In fact, it may have to settle for poor performers. A recent article in Impact Hiring Solutions Blog titled Your Reputation Can Impact Hiring Top Talent talks about a case of a company whose reputation was so bad that top talent refused to be interviewed for jobs with them.
Companies and individuals alike should be monitoring what is being said about them on the internet and social media. One of the tools that is available for personal use and that can be adapted for small business use is from Google and it is called ‘Me on the Web’. Google provides guidance on how to manage your identity including how to remove personal data from the web and how to remove a page from Google’s search results.
It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011, by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.
Customer satisfaction is the balance between customer expectations and how a business performs. It’s a simple formula. Or is it? Customers who buy from you or join your cause, have certain expectations as they work with you. Some of those expectations are set by your business, as part of your sales presentation, and / or packaging, advertising, and other publicity. Other expectations are set by the industry, the government and what competitors are doing. Technology is the wild card here.