Why Measure Customer Satisfaction?
By Rick Crandall, for Hostedware Corporation Most companies say they believe in great customer service, but few set up a system to insure that they provide it. Delivering great service takes both understanding what your customers want and a way to see that they receive it. Many firms put effort and expense into areas that clients don’t care about. Those areas that customers rate low and have high impact on customers are where you will show the biggest gains in improvement. It is beyond the scope of this article to tell you how to deliver great service to your customers. However, we can show you how to find out what your customers think is great service and why it is worth your while to gather that knowledge. Delighted Customers Are Profitable It’s widely accepted that it is at least five times more profitable to sell to an existing customer than to find a new customer. More important, the difference between satisfied customers and very satisfied customers can make a big difference in c