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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:

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 Hits: 663 )

Customer Service Action Form - by na
The attached file contains a simple, easy-to-use form designed to aid in the quick resolution of customer service problems. It will help prevent customer problems from falling through the cracks, provide for an orderly hand-off to someone who can address the matter, and help you establish fool-proof procedures that ensure prompt action is taken when a customer is unhappy with the products or services received. You can quickly customize the form to reflect the work flow of your company. (Added: 3-Feb-2005 Hits: 406 )

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 Hits: 411 )

Making Customer Satisfaction Surveys Work (customer service advice) - by Martin Day
Customer surveys can be invaluable in getting a feel for your customer's wants and needs. Learn how they can help you, where to start and how to go about using customer satisfaction surveys. (Added: 25-May-2005 Hits: 328 )

The Importance of Measuring Importance in Customer Surveys - by na
Most any customer research is likely to touch on the topic of measuring the importance or value of some set of factors. Perhaps the focus is the importance of aspects of services or products to the overall business relationship. Perhaps it's the importance of alternative future actions the company could take. Our real interest lies in the importance of each factor relative to the other factors (Added: 30-Nov-2004 Hits: 388 )

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: 372 )

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





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