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Top : Research Methods For Customer Service: Understanding your customers is a critical element of providing customer service. That means communication and data gathering. Find information and methods about how to gather and make sense of customer information - satisfaction levels, use of focus groups, surveys.

Articles:

Creating A Client Satisfaction Survey - by n/a
This is an important item for you to add to your customer service tool kit. This article can serve as a guideline to design your own customer satisfaction survey. Provided within are: questions to include in the survey, and the best practices for conducting the survey. After reading this article, you'll want to adopt the suggestions and revise the questions to suit your own business needs. (Added: 2-Nov-2004 Hits: 388 )

Reinforcing The Front Lines > July 2002 - by Donald and Michael Blumberg
Evaluating your field-service business and performance with regard to the competition lets you identify areas for improvement and justify the costs to top management. Real-time data can improve the routing and logistics of field personnel and parts--and the company's bottom line. (Added: 27-May-2005 Hits: 296 )

A Do-It-Yourself Customer Panel - by Peggy Morrow
Explains step by step how to create and use a customer panel to help you understand your customers' needs and wants. (Added: 4-Nov-2004 Hits: 302 )

The New Market Research - by Joshua D. Macht
Forget focus groups and mail surveys; with constantly changing markets and ever-increasing competition, companies are finding new ways to determine what customers really want. Learn about some success stories of companies who have found alternate ways to find out what their customers want. (Added: 3-Feb-2005 Hits: 383 )

Measuring Customer Satisfaction - by James R. Huffman
So how does a company know whether its service is meeting or exceeding those expectations? How does it determine whether the customer was overwhelmed with good service or "under-whelmed" with poor service? One way to do this is to measure customer satisfaction. Why Measure Satisfaction? Put simply, the greater the satisfaction of the customer, the greater the profits. Unfortunately, simply measuring customer satisfaction does not create customer satisfaction. It is necessary to understand the factors that drive customer satisfaction and focus on these drivers to attain and maintain the desired level of customer satisfaction. (Added: 25-May-2005 Hits: 452 )

A Guide to Return on Investment in Customer Service - by na
Good service is expensive. It requires research, training, measurement and the payout of incentives to managers and employees. Because it costs so much, companies struggle with the question of what their return on investment should be. Some even ask whether the investment is worth making at all. Could the money dedicated to improving service be more profitably spent in some other way? The question is a fair one. Simply assuming that good service is a good investment is not very businesslike. Investment opportunities should be weighed against each other, with expected risks and returns assessed to determine the best choices. Unfortunately, few companies have had success calculating the ROI of customer service, making it difficult for them to determine whether their money will be, or has been, well spent. (Added: 27-Nov-2004 Hits: 257 )

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Research Articles For Customer Service

Pages Updated On: 28-Jan-2008 - 18:26:07





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