'How to measure customer satisfaction' Customer Service Post your related message now.

---

All listings are the responsiblity of the posters; keep in mind, anyone can post anything!

Wilbur from India (Contact Member) -

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 (Contact Member) - Mon Jan 11 04:52:15 2010

"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) - Mon Jan 11 08:01:25 2010

"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.

E-Mail:         

Name:            (required)

Title:           (required)

Message (do not enter emails or links or urls in the message!):