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.

A Voice of the Customer programs can make a difference in an organization but only if management is willing to listen and take action. At my organization, we had a forward thinking President who brought in bonus payment for all employees..even salaried ones. Half the bonus was for business related results (revenue and profit) and half came from a customer satisfaction rating. There were some very interesting outcomes of this action.

Many organizations plan conversions or modifications that affect them internally and may make changes relevant to their customers. It should be obvious. When an organization makes a change that affects customers, the business should communicate with them about it. Be sure when creating a plan to modify some aspect of your organization, that you consider the customer’s perspective. Planning how the customer perceives the change will impact customer satisfaction with your products and services.

If you are a small business owner, what indicators would tell you if your customers are satisfied?

Customer Satisfaction Matters

Sunday, May 31st, 2009

Welcome to my blog, devoted to Customer Satisfaction and Reputation Management. This blog focuses on keeping customer satisfied and how to handle your reputation in today’s web based environment.

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