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	<title>Customer Satisfaction and Reputation Management &#187; Customer Satisfaction Surveys</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Misuse of Marketing Techniques generates Customer Dissatisfaction</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/misuse-of-marketing-techniques-generates-customer-dissatisfaction/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/misuse-of-marketing-techniques-generates-customer-dissatisfaction/#comments</comments>
		<pubDate>Mon, 06 Feb 2012 14:00:46 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[aggravate]]></category>
		<category><![CDATA[aggravation]]></category>
		<category><![CDATA[annoy]]></category>
		<category><![CDATA[annoyance]]></category>
		<category><![CDATA[annoying]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[false advertising]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[pester]]></category>
		<category><![CDATA[pestering]]></category>
		<category><![CDATA[pop up]]></category>
		<category><![CDATA[pop ups]]></category>
		<category><![CDATA[telemarketing]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5695</guid>
		<description><![CDATA[A consumer reaction to new marketing techniques being used through telemarketing, web marketing and even door to door marketing.: "A message to all those purveyors of marketing by aggravation, pestering, and annoyance: Pissing me off does not make me want to buy your product". See other consumer reactions to companies trying to market their products using techniques that often have the opposite effect.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
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		<title>Customer Satisfaction Survey by Text or AutoDial</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-survey-by-text-or-autodial/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-survey-by-text-or-autodial/#comments</comments>
		<pubDate>Mon, 23 Jan 2012 14:00:40 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[autodial]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[loyalty]]></category>
		<category><![CDATA[recommend]]></category>
		<category><![CDATA[recommendation]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[Surveys]]></category>
		<category><![CDATA[text]]></category>
		<category><![CDATA[transaction]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5581</guid>
		<description><![CDATA[I recently called my mobile service provider about some new services I required. Within about an hour I received a text telling me I was going to receive a text survey and 4 more texts of one question each. My answers were to be texted back. All the texts (both the ones I received and the ones I sent were considered free texts by my mobile service provider. It is interesting that I had also called the same company as they were my phone service supplier as well. They also called me with an automated survey where I spoke the answers. The four questions were identical. Three were 3 multiple choice questions and one was open ended.]]></description>
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		<slash:comments>6</slash:comments>
		</item>
		<item>
		<title>Ten Customer Satisfaction Survey Considerations</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/ten-customer-satisfaction-survey-considerations/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/ten-customer-satisfaction-survey-considerations/#comments</comments>
		<pubDate>Mon, 19 Dec 2011 14:00:17 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[contact names]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[customer survey]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[how quickly to survey]]></category>
		<category><![CDATA[in person survey]]></category>
		<category><![CDATA[phone survey]]></category>
		<category><![CDATA[product survey]]></category>
		<category><![CDATA[questions to ask]]></category>
		<category><![CDATA[relationship survey]]></category>
		<category><![CDATA[reporting results]]></category>
		<category><![CDATA[service survey]]></category>
		<category><![CDATA[survey fatigue]]></category>
		<category><![CDATA[survey questions]]></category>
		<category><![CDATA[transaction survey]]></category>
		<category><![CDATA[trends]]></category>
		<category><![CDATA[when to survey]]></category>
		<category><![CDATA[who to survey]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5470</guid>
		<description><![CDATA[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.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Did Customer Dissatisfaction cause the American Airlines Bankruptcy?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/did-customer-dissatisfaction-cause-the-american-airlines-bankruptcy/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/did-customer-dissatisfaction-cause-the-american-airlines-bankruptcy/#comments</comments>
		<pubDate>Mon, 05 Dec 2011 14:00:01 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Root Cause Analysis]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[American Airlines]]></category>
		<category><![CDATA[American Customer Satisfaction Index]]></category>
		<category><![CDATA[Amplicate]]></category>
		<category><![CDATA[asci]]></category>
		<category><![CDATA[bankruptcy]]></category>
		<category><![CDATA[chapter 11]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[Delta]]></category>
		<category><![CDATA[Delta Airlines]]></category>
		<category><![CDATA[JetBlue]]></category>
		<category><![CDATA[most hated airline]]></category>
		<category><![CDATA[restructuring]]></category>
		<category><![CDATA[Southwest]]></category>
		<category><![CDATA[Southwest Airlines]]></category>
		<category><![CDATA[Spirit]]></category>
		<category><![CDATA[United]]></category>
		<category><![CDATA[united airlines]]></category>
		<category><![CDATA[US Airways]]></category>
		<category><![CDATA[Virgin America]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5375</guid>
		<description><![CDATA[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.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How can a small business gather customer insights on a very limited budget?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/how-can-a-small-business-gather-customer-insights-on-a-very-limited-budget/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/how-can-a-small-business-gather-customer-insights-on-a-very-limited-budget/#comments</comments>
		<pubDate>Mon, 21 Nov 2011 14:00:59 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[business organizations]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[customer insight]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[Google Alerts]]></category>
		<category><![CDATA[leading indicator]]></category>
		<category><![CDATA[limited budget]]></category>
		<category><![CDATA[research]]></category>
		<category><![CDATA[small business]]></category>
		<category><![CDATA[survey monkey]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5065</guid>
		<description><![CDATA[Small Business organizations often ask how they can gather customer insights without spending a fortune with consultants or research firms. This blog post covers 6 techniques and tools a small business can use to determine the satisfaction level of their customers. ]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/how-can-a-small-business-gather-customer-insights-on-a-very-limited-budget/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Preparations for a New Year</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-preparations-for-a-new-year/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-preparations-for-a-new-year/#comments</comments>
		<pubDate>Thu, 10 Nov 2011 14:00:51 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[Expectations]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[government regulations]]></category>
		<category><![CDATA[IBM]]></category>
		<category><![CDATA[measurements]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[mobile phones]]></category>
		<category><![CDATA[mobile technologies]]></category>
		<category><![CDATA[new regulations]]></category>
		<category><![CDATA[new year]]></category>
		<category><![CDATA[planning]]></category>
		<category><![CDATA[service strategy]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[Surveys]]></category>
		<category><![CDATA[targets]]></category>
		<category><![CDATA[technology advances]]></category>
		<category><![CDATA[year end]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5249</guid>
		<description><![CDATA[Every organization goes through cycles, from year beginning, monthly and quarterly results and year end. As a new year approaches, one of the exercises every department goes through is planning for the year ahead. Customer Satisfaction strategies and processes need to be reviewed as well.The most important things to review are Management Strategies, Customer Expectations, Customer Feedback, Measurements and Targets and Management Reporting.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The Human Side to Customer Satisfaction</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/the-human-side-to-customer-satisfaction/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/the-human-side-to-customer-satisfaction/#comments</comments>
		<pubDate>Thu, 08 Sep 2011 13:00:07 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[customer survey]]></category>
		<category><![CDATA[customer surveys]]></category>
		<category><![CDATA[emotion]]></category>
		<category><![CDATA[human]]></category>
		<category><![CDATA[meet expectation]]></category>
		<category><![CDATA[meeting expectations]]></category>
		<category><![CDATA[referrals]]></category>
		<category><![CDATA[return phone calls]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[Surveys]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4841</guid>
		<description><![CDATA[A business acquaintance of mine decided to bring in some of his customers to provide testimonials and learn from their feedback. He was quite surprised at the reasons customers gave for their satisfaction. Yes the customers were satisfied with the service provided by the business. It met specifications. What surprised him was the comments from the customers about the caring they received and the follow up.There is more to measuring customer satisfaction than just meeting expectations. The human side touches the emotions and that sometimes has a huge impact on customer satisfaction.]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Customer Psychology tips from &#8216;The Thank You Economy&#8217;</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-psychology-tips-from-the-thank-you-economy/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-psychology-tips-from-the-thank-you-economy/#comments</comments>
		<pubDate>Thu, 18 Aug 2011 13:00:09 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[focus group]]></category>
		<category><![CDATA[forgive]]></category>
		<category><![CDATA[forgiveness]]></category>
		<category><![CDATA[Gary Vaynerchuk]]></category>
		<category><![CDATA[psychology]]></category>
		<category><![CDATA[The Thank You Economy]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4693</guid>
		<description><![CDATA[Gary Vaynerchuk has written an excellent book 'The Thank You Economy' on how social media is affecting business operations. Some of his points are relevant to customer satisfaction and the psychology of gaining and keeping customers. Seven tips are covered including one on how social media can be used as a no charge, always available focus group.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to get internal Buy In to improve Customer Satisfaction</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-get-internal-buy-in-to-improve-customer-satisfaction/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-get-internal-buy-in-to-improve-customer-satisfaction/#comments</comments>
		<pubDate>Mon, 25 Jul 2011 13:00:05 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Hints, Tips and Secrets]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Consumer Reports]]></category>
		<category><![CDATA[employees]]></category>
		<category><![CDATA[engagement]]></category>
		<category><![CDATA[impact]]></category>
		<category><![CDATA[J.D. Power]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[managers]]></category>
		<category><![CDATA[Net Promoter Score]]></category>
		<category><![CDATA[NPS]]></category>
		<category><![CDATA[ranking]]></category>
		<category><![CDATA[rating]]></category>
		<category><![CDATA[recognition]]></category>
		<category><![CDATA[reward]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4565</guid>
		<description><![CDATA[Have you ever had the problem that management and employees who are not on the front line, don't focus on how they personally impact customer satisfaction? This is a common problem in large organizations. In my years at IBM, it was one of the key challenges. Often decisions made in departments removed from day to day interaction with customers set policies, designed systems or created products, services or promises that were not customer friendly or could not be implemented in the real world. Here are some tips to get buy in and focus internally.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Obama endorses improved Government Customer Service</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/obama-endorses-improved-government-customer-service/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/obama-endorses-improved-government-customer-service/#comments</comments>
		<pubDate>Mon, 06 Jun 2011 13:00:57 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Federal Agencies]]></category>
		<category><![CDATA[Federal Agency]]></category>
		<category><![CDATA[National Journal]]></category>
		<category><![CDATA[Obama]]></category>
		<category><![CDATA[President Obama]]></category>
		<category><![CDATA[technology]]></category>
		<category><![CDATA[US Federal Agencies]]></category>
		<category><![CDATA[US President]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4341</guid>
		<description><![CDATA[According to an article in National Journal titled Obama Calls for 'Customer Service' Improvements in Federal Agencies, each US government agency is now charged with the mission to improve user experiences. Each agency has to develop a plan within 180 days. They also have to initiate at least one project that uses technology to improve customer experiences and they have to solicit feedback for ongoing continuous improvement.]]></description>
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		<slash:comments>0</slash:comments>
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