Customer Satisfaction Measurement
“You get what you Inspect, not what you Expect.”
“You can’t manage what you can’t measure.”
Nowhere are these old saws truer than in the critical realm of Customer Care. Nowhere is it easier to make management decisions based upon “gut feel”, “urban legend” or shaky assumptions. Listening to the Voice of the Customer is only the beginning. Customer Care management needs reliable, quantitative and actionable information to track trends and react to important changes quickly. Nowhere is hard data more important.
Tyche consultants bring decades of accumulated experience to bear to make certain that you have the critical customer satisfaction data you require to make decisions and take action. Customer Satisfaction Measurement services ensure that critical customer intelligence is available when and where it is needed, and that management is alerted whenever performance is below targets or problems are developing. Service offerings include:
- Audits of current customer satisfaction measurement processes and tools that identify strengths and weaknesses in the existing measures, gaps in the available information and shortcomings in reporting and data presentation.
- Transaction-based measurements to identify issues with specific incidents and highlight developing trends.
- Periodic measurements that assess the overall performance of your customer satisfaction efforts and identify nascent changes in fundamental customer expectations.
Establishing rock solid customer satisfaction measurement processes is the first important follow-on step to making the Voice of the Customer your lodestar. A 1999 study¹ establishes a 2.75% increase in the bottom line value of an enterprise for each 1% improvement in customer satisfaction. Do you know where your Contact Center stands?
Guessing how well your Contact Center is performing in satisfying your customers is a dangerous game….. but now you know!
¹Mazvancheryl, Anderson, Fornell. “Customer Satisfaction and Shareholder Value.” University of Michigan School of Business. September, 1999.