Most Organizations measure customer satisfaction with surveys. They can be tracked, and measured and compared year over year, month over month, quarter over quarter. But what techniques are available to raise early warning flags? Three types of measurements can help: Predictor Metrics, Prevention Programs and Social media / Blogs / Complaint Sites.
Better Business Bureau has recently released its list of the Top 10 Industries with the most customer complaints. One measure of customer satisfaction is the number of complaints received. Normally a complaint is a measure of the failure of a service call or multiple calls. The Better Business Bureau measured both the number of complaints and the number of complaints that are resolved within 30 days. Two charts ranked by volume of complaints and percent of complaints resolved in 30 days show very different results.
I have seen several questions on customer satisfaction forums about what is the right ‘metric’ for customer satisfaction that will predict future outcomes. Often this question comes up in respect to ’surveying’ customers . Is Overall Satisfaction the right measure; willingness to recommend; or repurchase intent?
I think customer satisfaction measurements are a mosaic of possible measurements and the ones that should take priority should be the ones where the executives feel there is a need to improve.
Radian6, social media monitoring platform for marketing, communications, and customer support professionals, is sponsoring Twebinars (hour long audio interviews) to share how companies are using Social Media on a regular basis. The most recent Twebinar covered how Xbox is using Twitter to augment their customer service. This article covers some highlights of how Microsoft Xbox support team called the ‘Elite Tweet Fleet’ is using Twitter, how they are organized, what they measure, and how they are managed.
A new article I wrote, called Customer Satisfaction Management – Launch the New Year the Right Way, was recently published on eZine @rticles. Year End / Year Beginning actions that send the right message to employees need to be taking by various levels of management, from senior executive through middle management to first line management. This article covers why customer satisfaction advocacy is so important at year beginning, what customer satisfaction results to report, how to get maximum benefit from customer satisfaction results and what to do first.
This post contains two videos that review why your organization or business needs to be watching over social media, what its impact is, 3 major shifts in customer feedback and what you should do about it.
The Social Media Business Council, announced in April 2009 as the Blog Council, helps large organizations build successful social media programs, which include customer satisfaction programs.. The Brands only community includes Dell, Walmart, Coca Cola, Wells Fargo, GE, and Procter and Gamble. This site includes a Best Practices document you can download, Case Studies you can read on their blog and Videos of regular conferences they hold that discuss their best practices.
Pepsi has launched a new iPhone free app called ‘Amp up Before your Score’ which is causing a stir in the social media world. The iphone App is interesting in that it offers to help men trying to find dates and help them ’score’. The application has caused outrage amongst both men and women for stereotyping and degrading women. Pepsico apologized but has yet to withdraw the application.
In a recent article by Jerry Langdon on July 30, 2009, called ‘Word of tweet: How it can make or break the box office’, the power of social media to spread word of mouth on a movie review is highlighted. With social media like Twitter, consumers can spread their opinion about the movie to thousands of people, even while the movie is underway, impacting sales dramatically in either a positive or negative direction.
How many times do you hear of a company firing a front line employee, either in sales or service because the front line employee was unable to appease a dissatisfied customer. As a general rule, most organizations do not have bad employees, just broken processes.
