More: Customer Service
How to measure customer satisfaction
This is the place to talk about why your customers aren't getting the service they deserve
This is the place to talk about why your customers aren't getting the service they deserve |
• Page 1 (Original Post) •
Wilbur from India -
It seems the rule of thumb that many US Corporations use to measure customer satisfaction is whether the consumer complains to the CEO or not.No complaint to the CEO, and the corporation assumes all is well and they can continue on as usual. If the customer complains to the CEO they call out the fire department and resolve the issue... leaving all their other customers out in the cold.
Comment #1 clintfoot from Arizona, Mesa -
"measurement of customer satisfaction"
I don't quite agree with this measurement. There are companies whose customer service sucks, but somehow the complaints and the dissatisfaction don't reach or don't get to the CEO because crappy customer service agents or reps are also good at making excuses like "Our supervisor or manager is not around." I get that every time I ask for a superior. It's really frustrating.
Comment #2 Jo Jo (63.176.159.39) -
"Exactly!"
You are exactly right. I find it most useful not to even bother calling a companies customer service line. I go right to the top. I search the internet for an email and start with the CEO.Unfortunately, I think the CEO never sees this, but just has an employee or two to handle the complaints that come in that way. You get resulted, but the company doesn't know about or look to resolve their underlying issues.
Comment #3 Jason (124.120.98.186) - Mon Aug 23 08:41:46 2010
"Are we satisfying the customer?"
Customer service is something that all companies strive to achieve however very few actually achieve a level of acceptable performance. The main reason is that there is no clear way to measure the complaints that are being generated and an even poorer system to bring these complaints to the attention of the companies senior people who are able to effect change. Maybe companies should receive training in systems of recording and communicating information in a more correct fashion thus satisfying the customer and spreading a quality through word of mouth which as most successful businesses are aware is the best marketing tool.
• Page 1 (Original Post) •
| You are not logged in. It is recommeded that you post messages
and comments with a Call Center Help Line profile. You will be protected from spam and have more features. Registration is quick and easy. You can also post as a casual user with the form below. As a casual user your IP address will be published! You must be a registered used to include a link. |
| 
