Bacal & Associates - Meeting your customer service needs for almost two decades
Top : Research Methods For Customer Service : Page 2: 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:
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
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1114
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Checklist For Measuring Client Satisfaction- by n/a
This is an excellent checklist made available by the Government of Canada. Don't let the government logo put you off; if you are interested in measuring your client satisfaction - whatever industry you represent - you won't want to miss what this checklist can offer you. Do you have a client satisfaction measurement strategy? Do you know how to determine who your customers are? Have you classified those customers into direct and indirect customers? There is a lot of information here for those just starting to measure their customer service levels. And this checklist is just as useful for those who are experienced with customer service concerns.
(Added:
1-Nov-2004
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1081
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Satisfaction Measurement: Is It Worth It- by Sean Lawson, Tim Glowa
This article investigates common misconceptions about satisfaction measurement and the assumptions inherent in many satisfaction studies. Then, through a discussion of how satisfaction is typically measured, a new scale is introduced that provides increased descriptiveness and strategic insight for satisfaction researchers. Finally, we suggest how satisfaction measurement results can be made actionable by linking satisfaction measures to customer behavior through predictive modeling techniques.
(Added:
2-Nov-2004
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616
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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
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713
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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
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756
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Tracking Customer Satisfaction- by Tom Moorman
Many companies measure customer satisfaction on a regular basis - usually every year or two, to get an idea of how well the company is doing at maintaining this important corporate asset. However, few managers would be satisfied with annual or biannual measures of performance for financial assets or human capital. If the customer is truly a strategic focus for your company, then measuring customer satisfaction and its drivers on a much more frequent basis is crucial.
One tool for measuring these factors is the tracking survey. Tracking surveys are very short surveys that are administered to the customers or prospects on a frequent basis.
(Added:
26-May-2005
Hits:
718
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