How frequently customer opinion should be asked? Daily, weekly, monthly or once a year… The obvious answer is the more information you have, the greater the expected business benefits. However, the expected business benefits are largely dependent on the quantity and quality of the retrieved…Read More
Customer opinion: continuous monitoring or occasional feedback?
Regardless of the nature of your business, I bet you can come up with a great number of questions that could be included in the customer survey. But if we apply the rule of thumb of 10 questions, then we must become selective. There are…Read More
This is a question I get asked frequently, when is the right time to measure customer satisfaction for the products and services provided? And by saying ‘measure’, I mean a structured survey leading to successful decision making. There are four such situations: First, there is…Read More
Customer satisfaction is a concept that has been around since the days people started trading goods, buying and selling, whereas the concept of Social Media has been around maybe ten years or so. After googling a bit I came across a bunch of articles… –…Read More
Succeeding in the service delivery and product quality results most often in high customer satisfaction. But what does high customer satisfaction exactly mean from the point of view of sales? How could it be quantified or the monetary value identified in comparison to lower levels…Read More
Some might argue that customer satisfaction surveys are unnecessary as a whole, based on the fact that most customers are likely to give feedback at the point of service. And that is very true, in many situations the customers could be assumed to express at…Read More