How To Fix The Fundamental Flaw In How You Measure Customer Satisfaction

By George Bradt – It’s frightening how many organizations say they care about customer satisfaction and how many of them are measuring the wrong thing the wrong way and then doing the wrong things with the information anyway.

The fix is measuring satisfaction on an actionable dimension across a scientifically representative sample and then helping your front line managers use that data to effect change.

If you’re trying to drive front line customer satisfaction improvement, you should focus on the other question Enterprise asks instead: “How satisfied were you with your most recent experience?” Sandy Rogers explained. more>

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