Apparently United Airlines has not learned its lesson from its very public fiasco where it damaged a passenger’s guitar (See United Breaks Guitars) and refused to accept culpability. A new, more troubling story has emerged about United Airlines losing a 10 year old girl who was using an ‘Unaccompanied Minor Service” offered by the airline for an extra $99.00. The girl was finally found and delivered to her destination but without her luggage, which arrived 3 days later. But not without putting her parents through hell.
Archive for August, 2012
In a prior blog post titled How to Understand Your Customers Better using Focus Groups, I reviewed the reasons for an organization to want to run a focus group and what the elements were of customer satisfaction research using this technique. This article reviews the preparation steps to run a successful focus group.
Customer Satisfaction is often measured between an organization and its direct customers. But sometimes the situations that are the most embarrassing are those that involve other organizations, yours and a customer. When there is a system or process that is supposed to work using outside firms and there is a failure, both organizations look dumb. Sometimes a third party needs to get involved to embarrass the organizations to work together. Two examples are covered.
Many organizations use satisfaction surveys to keep a pulse on their customers. The objective is to be able to create a numerical measurement with some statistical validation. Surveys have their place but there is another form of customer satisfaction data that is purely qualitative, that is, opened ended, dynamic and flexible. It provides for a greater depth of understanding of your customers, and provides the language the customers use when discussing your products or services. One technique to gather this data is called a focus group.