Customer Satisfaction and Reputation Management

Faced with rider discontent, the Toronto Transit Commission and the local Union representing Transit workers have announced 3 public Meetings called ‘Let’s Talk – TTC Riders and Workers’ so each side can air their issues and be heard. For those unable to attend the meetings in person, they will be broadcast over a local TV station and on the union’s website. Public Forums are a new technique emerging where public institutions and users can engage to understand each others perspective and try to resolve customer satisfaction issues..

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.

A study by IBM® Institute of Business Value of 30,000 US consumers in September and November 2008 revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences. To promote customer satisafaction, eight key areas that affect the customer experiences are covered in this article.

A really key factor in retaining customers and preventing problems is to pay attention to what expectations you, as a business owner, are setting with customers. What promises are you making?