The Benefits of Collecting Employee and Customer Feedback – Simultaneously

The Benefits of Collecting Employee and Customer Feedback – Simultaneously

Conducting a simultaneous employee and customer satisfaction survey is likely to be highly beneficial, especially for larger organisations. We already know that the two are interlinked – satisfied employees ensure the happiness of customers. This is more or less self-evident. Now, let’s assume the following…

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Paying Close Attention to Customer Satisfaction is Unnecessary…or is it?

This is a little controversial topic. That is true – demand may fluctuate from year to year, purchasing trends may come and go, customer motivations may vary etc. without having any impact on customer satisfaction. Also, some business sectors may not view high customer satisfaction…

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Better Guest Satisfaction Measurement: Smaller accommodation establishments

This method is straightforward and likely to work very well on any accommodation establishment with less than 50 rooms e.g. Bed and Breakfast. The standard way of measuring guest satisfaction or guest experience is to use a numeric scale with variation from 1-10 or from…

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Customer Satisfaction VS. Profit

I was reading the other day about how some airlines in the United States with lower customer satisfaction scores had made more profit in comparison to competitors with higher customer satisfaction scores. The article was written a while back (2015), but it doesn’t change the…

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WHEN….to Measure Customer Satisfaction?

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…

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The Use of Social Media and Customer Satisfaction

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… –…

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Measuring the Financial Value of Customer Satisfaction

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…

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Customer Satisfaction Surveys by Email: Response Rate Considerations…

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…

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Post-Experience Satisfaction of a Hotel Guest

This is the third and last instalment of the article series “the stages of guest satisfaction” called the post-experience satisfaction with a short summary of the key elements to be included in the feedback questionnaire, and some recommendations for the analysis stage. After the stay is over,…

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Measuring the Perceived Experience of a Hotel Guest

This is the second installment of a 3 part article series about the stages of guest satisfaction called the perceived experience with some suggestions for the questionnaire design and the follow up analysis. Once the guests enter the doors of the hotel, their perception of…

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