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Measuring Customer Satisfaction Levels

Author barrymckeich
#1 | Posted: 8 May 2007 02:09 
Dear All,

I'd like to introduce myself, Barry McKeich, and the company I work for, Lorien Research. I have been conducting reseach and analysis into customer attitudes and what customers really want in terms of service for over 10 ears now. I know this forum has a lot of experienced individuals from the world of custome service but i would be more than happy to correspond with anyone who is either looking to set up a customer response programme or wants to improve/change a programme they are running currently.

I personally have been involved with projects across many sectors - Finance, Retail, Leisure, IT, Utilities and the Automotive industry.

I am happy to answer any questions you might have regarding research techniques or ideas and help where possible. Feel free to get in touch via this forum or directly on barry.mckeich@lorien.co.uk



Author aachuliwor
#2 | Posted: 13 Jun 2007 15:37 
How do I conduct an assessment of customer satisfaction of my company which is a mobile phone service provider?

Author mudirajmadhup
#3 | Posted: 13 Jun 2007 21:50 
hi Barry

i am workig for a consumer durable manufaturing organization, since our business is whole and sole run by the customers its very important for us to satisfy them in every point as far as possible,
we have a huge bank of customers and its really difficult to get each and evrybodys requirement fulfil,
what can be done to enhance our interaction with them.

best regards


Author zinmaraung
#4 | Posted: 16 Dec 2007 23:54 
Hi Berry,

Are you Ok your question- customer satisfaction level?

My name is Zinmar from Myanmar and working in Foreign Service Provider Company as a customer relationship representative. In our company, I measure satisfaction with 6 questions. If customer meets his expectation, he or she will answer all six questions.

I set the scores for satisfaction levels with the followings;

1. Satisfactory level - customer should answer all six questions and get 12 marks for 6 questions
2. Unsatisfactory level — customer can answer two or less than two Qs and get 4 marks
3. Acceptable but need to improve level — customer can satisfy three questions and get 6 marks for 3 questions.

Also share your satisfactory level that you are currently pratised in your company.

Author otieno
#5 | Posted: 23 Dec 2007 23:00 
Am very potential working guy though sometimes i meet customers whom dont understand what they are searching for in their lives,have actually done my level best to give satisfaction to the needy focuses people, help me employ this people with clear thought and be optimistic,good holiday and happy chritsmams.

Author sekharpothuri
#6 | Posted: 24 Dec 2007 01:43 
Hi All,
Customer satisfaction levels .......... hmmmm
To start with if we have all satisfied customers then there certainly is no room for improvement. The mere fact that some of the customers voice out their opinion albeit in an irate way is our only way to enhance our service levels.
Thats the pointer that we are lacking somewhere in our service levels.
Always take these as positive feeback and work towards mitigating the points that have led to bad customer service. These could be the attitude of the people, product features, company policies and procedures that do not allow us to go that extra mile.

I am from the call center operations and we use something called as CSAT survey to measure the customer satisfaction levels.
This helps us in
Gather first hand feedback from customers
Improve customer retention
Flag dissatisfied customers
Improve performance management
Track your individual employees

This could be a simple questionaire designed to suit your company's product, profile and target audience which helps in capturing that quality feedback to enhance the customer service levels.

Sekhar Pothuri

Author salmanmalik
#7 | Posted: 13 Jan 2008 23:51 
hi there,

I'm Salman Malik and am working as Manager Customer Services. I want to define KPI (Key Performance Indicators) to measure my staff performance. Can anybody help me in definig them ???? How to go about that???

Waiting for your replies

Author tdlcustomerservice
#8 | Posted: 21 Jan 2008 13:02 
Hi Barry

we are in the process of developing a database that will rotate our customers (franchisees) through. We want to track and report on the results. How often do you suggest we rotate the customers through the survey. We don't want to call too often and annoy them with frequent calls and we don't want to wait too late either. I suppose we would want to have some review in place for areas that need improvement and ensure we get back to those customers who were not satisfied. Any suggestions


Author barrymckeich
#9 | Posted: 29 May 2008 09:41 
Dear All,

I am very sorry that i have not been in touch with regards your questions, a number of things have got in the way of me keeping up to date with this site. However I now intend kleeping a regular eye on hte conversations so if anyone is still interested in finding out more about customer feedback please let me know.

Shelley - good practice dictates that you don't contact a customer anymore than once in a 6 month period. I would recommend that you extend that to 12 months, depending on the the number of customers you have and the frequency of the feedback you require. Sorry I didn't get back to you sooner.



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