Articles and resources tagged “Customer satisfaction”

Ask about the small stuff: I recently had lunch with a fellow consultant who focuses on employee surveys. Contrary to what you might expect in the grand scheme of employer/staff relations, he spends much of his time getting executives to pay attention to "small" problems....; Read Article; BY: Ann Ray on August 24, 2007 | Last updated May 19, 2008; COMMENTS: 0; CATEGORIES: Management | Questionnaires; TAGS: Customer satisfaction | Developing surveys | Employee surveys
Assembling a customer satisfaction picture: Most everyone wants to measure (and improve) customer satisfaction, but how? First and foremost, if your organization is new to surveys and doing this in-house, start simple! The goal of any survey is better information for decision-making, and a modest...; Read Article; BY: Ann Ray on March 7, 2008 | Last updated May 18, 2008; COMMENTS: 1; CATEGORIES: Management | Questionnaires; TAGS: Benchmarks & trending | Customer satisfaction | Developing surveys | Index metrics | Service quality
Preventive care for bad PR: It's become accepted knowledge that people talk more about bad service experiences than good ones. That extra energy people put into spreading the word was bad enough when they talked to friends and family. Now that energy is going elsewhere,...; Read Article; BY: Ann Ray on July 30, 2006 | Last updated April 25, 2008; COMMENTS: 0; CATEGORIES: Management; TAGS: Customer satisfaction | Marketing | Service quality
Useful research or marketing games?: I was in my car dealership the other day, and posted behind my service representative was a copy of their satisfaction survey. Naturally I couldn't make out every line from 6 feet away, but their point came across loud and...; Read Article; BY: Ann Ray on March 13, 2006 | Last updated April 25, 2008; COMMENTS: 0; CATEGORIES: Management; TAGS: Biased research | Customer satisfaction | Marketing | Service quality
Watching for overly broad questions: Recently I completed a telephone survey, and in the course of the 22 minute conversation (estimated at 12-15) I was asked: Would you recommend a friend or family member attend University of California Davis? Recommend for what? I'm aware of...; Read Article; BY: Ann Ray on March 25, 2008 | Last updated May 19, 2008; COMMENTS: 0; CATEGORIES: Questionnaires; TAGS: Customer satisfaction | Index metrics | Writing questions