It must be credible so that employee performance and compensation can be attached to the final results. Satisfaction results are made available to all employees. Even poor results can be announced in a way that coaches improvement. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or service.
Before an appropriate customer satisfaction surveying program can be designed, the following basic questions must be clearly answered: How will the information we gather be used? This means creating a disciplined response process. Drive the questionnaire with your database: Far too many satisfaction programs are conducted isolated from the customer database.
Customers are informed about changes brought about as the direct result of listening to their needs. They track and count the frequency of complaints.