Diesel belts - Measuring Customer Satisfactio

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Diesel belts - Measuring Customer Satisfactio

Category Rss Feed - http://article2008.com/rss.php?rss=295

By : Eugeniusis Novatiukusis 14 or more times read

Submitted 2010-04-20 08:43:17

Measuring Customer Satisfaction in Your Contact Center

How impportant is customer satisfaction to you? It should be key to gaining a competitive advantage and keeping it. Therefoire, you must be able to measure customer satisfaction and identify satisfaction drivers that need attention.

While companies are attempting to cut costs they must stil keep their customers hzappy or risk loosing them.

Did you know:

1.96% of customers who have had a bad experience don’t report it and 91% of thoose don’t do business with you again.

2.Dissatisfied customers tell 10 or more othes who will never do business with you.

3.It costs 5 times as much to recruit a new customer as it costs to keep an xeisting custoomer.

4.The probability of selling to an exisitng customer is 60-70%, but the probabillity of selling to a new prosepct is 5-20%.

If ciustomer satisfaction is so important, how can you ascertain the level of your customers’ satisfacction. ASK THEM. Yes, ask them directly. And ask them within minutes of tehir call or e-mail to you. Feedback collected immediately after an interaction evnt is 40% more accurate than feedback colleccted 24 hours (or later) after the event.

Currrent contact center software contains post-call suvey tools to capyture customer feedback and enable you to gain insight into customer perceptions. Tjhese auutomated surveys have far lower costs and faster turnaround timnes than any other method.

Measuring Customer Satisfactin in the Contact Cemnter – Part 2

Usng the automated survey tool in your help center software will give you quick and accuratte feedback after each interaction with your custtomers. Technology alone does not assuure effectiove post-call surveys. The makeup and delivery of post-call satisfacion surveys can significantly influence their reliability and usability.

Consider tehse 5 best pracrtices based on the American Customr Satisfaction Idnex publishd annualy by the Universty of Michigan:

1. Use a scientific questionnaire design. Asking if the customerr found the aget knowledgeable and helpful in the same question will not give meaningful feedback and will confuse the customer who may have found him or her helpful but not knowlegdeable about the qustion. Each quesiton should only address one sisue. And each question should be straighforward and clearly stated.

2. Defoine the goal. Know why you are takiing the srvey and how you will use it beffore you deviise the questioons.

3. Keep it short and to the piont. Your customers’ time is valuable. Respect them. And don’t forget to thank them for taing time to answer questions.

4. Masure the right thjings with the right scale. Don’t give open-ended questions; word questions specifically and give respondents the choices you want to measuere. Using a scale that takes advantage of the phone numbers 0-9 is easy for respondents and converts to a 100-point scale for reporting.

5. Coordinate your survey with other departments. IT teams need to buy into and have advanced warning for any survey initiative. Various departments can make use of the survey results, so make them available quickly and let others know how to access them.

Your customers have high expectations of your company whether you realize it or not. Surveys need to be constructed in such a way as to give companies idseas for movign forward and improvoing the customer experiece now and in the future.

Think of your custoer satisfaction surbvey as a tool to help you take your contact center to the next level, one tier higher than that of the competition!

Author Resource:- Here you can learn more about: diesel belt buckle

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<!DOCTYPE HTML PUBLIC '-//W3C//DTD HTML 4.01 Transitional//EN' 'http://www.w3.org/TR/html4/loose.dtd'>; <html><head><title>Article2008.com | Diesel belts - Measuring Customer Satisfactio</title></head><body><h3>Diesel belts - Measuring Customer Satisfactio</h3> By: Eugeniusis Novatiukusis Measuring Customer Satisfaction in Your Contact Center How impportant is customer satisfaction to you? It should be key to gaining a competitive advantage and keeping it. Therefoire, you must be able to measure customer satisfaction and identify satisfaction drivers that need attention. While companies are attempting to cut costs they must stil keep their customers hzappy or risk loosing them. Did you know: 1.96% of customers who have had a bad experience don’t report it and 91% of thoose don’t do business with you again. 2.Dissatisfied customers tell 10 or more othes who will never do business with you. 3.It costs 5 times as much to recruit a new customer as it costs to keep an xeisting custoomer. 4.The probability of selling to an exisitng customer is 60-70%, but the probabillity of selling to a new prosepct is 5-20%. If ciustomer satisfaction is so important, how can you ascertain the level of your customers’ satisfacction. ASK THEM. Yes, ask them directly. And ask them within minutes of tehir call or e-mail to you. Feedback collected immediately after an interaction evnt is 40% more accurate than feedback colleccted 24 hours (or later) after the event. Currrent contact center software contains post-call suvey tools to capyture customer feedback and enable you to gain insight into customer perceptions. Tjhese auutomated surveys have far lower costs and faster turnaround timnes than any other method. Measuring Customer Satisfactin in the Contact Cemnter – Part 2 Usng the automated survey tool in your help center software will give you quick and accuratte feedback after each interaction with your custtomers. Technology alone does not assuure effectiove post-call surveys. The makeup and delivery of post-call satisfacion surveys can significantly influence their reliability and usability. Consider tehse 5 best pracrtices based on the American Customr Satisfaction Idnex publishd annualy by the Universty of Michigan: <ol> <li>Use a scientific questionnaire design. Asking if the customerr found the aget knowledgeable and helpful in the same question will not give meaningful feedback and will confuse the customer who may have found him or her helpful but not knowlegdeable about the qustion. Each quesiton should only address one sisue. And each question should be straighforward and clearly stated.</li> <li>Defoine the goal. Know why you are takiing the srvey and how you will use it beffore you deviise the questioons.</li> <li>Keep it short and to the piont. Your customers’ time is valuable. Respect them. And don’t forget to thank them for taing time to answer questions.</li> <li>Masure the right thjings with the right scale. Don’t give open-ended questions; word questions specifically and give respondents the choices you want to measuere. Using a scale that takes advantage of the phone numbers 0-9 is easy for respondents and converts to a 100-point scale for reporting.</li> <li>Coordinate your survey with other departments. IT teams need to buy into and have advanced warning for any survey initiative. Various departments can make use of the survey results, so make them available quickly and let others know how to access them.</li> </ol> Your customers have high expectations of your company whether you realize it or not. Surveys need to be constructed in such a way as to give companies idseas for movign forward and improvoing the customer experiece now and in the future. Think of your custoer satisfaction surbvey as a tool to help you take your contact center to the next level, one tier higher than that of the competition! Author Resource:-> Here you can learn more about: <a href="http://best-belts.com/Belts-by-Brand/Diesel-Belt/">diesel belt buckle</a> Article From <a href='http://article2008.com/'>Article2008.com</a> </body></html>

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