Articles and resources tagged “Index metrics”

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
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
What's your executive dashboard hiding?: In our sound byte culture we love condensed statistics, magic values which will let us know how many customers will buy again or whether employees are engaged in their work—all at an easily compared glance. While summary information such as...; Read Article; BY: Ann Ray on May 27, 2006 | Last updated May 18, 2008; COMMENTS: 0; CATEGORIES: Management | Reporting; TAGS: Benchmarks & trending | Index metrics | Statistics