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Customer Satisfaction
atisfied customers grow the business! Customer retention becomes more critical when the economy takes a downturn. Keeping customers can be easier than acquiring new ones. That is, if your organization is satisfying the present ones your business will continue to prosper.
Many things can go wrong in satisfying a customer on a daily basis. Included are:• timely delivery
• resolution of problems
• handling backorders
• proper credit for returns, special orders
• and the list goes on
Customer service representatives (CSR) are the key link to your customers whether they work directly or serve as backup to the sales force.
A wide variety of methods are used today to obtain customer satisfaction data. Many organizations will offer cash or other incentives for completing surveys. Some surveys are at the point of service and consist of a card with three – five questions that the customer answers on the spot. Others involve online completion of a survey.
The Kilgore Group believes in obtaining quality data from customers that, in turn, enables the organization to make timely decisions related to processes that serve the customer and/or people dynamics that keep customers coming back. Areas to measure include but are not limited to:• Overall customer satisfaction
A process for continuous improvement can be put in place to identify strengths and areas for improvement. Employees at all levels can then be guided in using the data to identify needed improvements and determine best strategies for execution.
• Customer loyalty
• Service quality
• CSR retention
• Sales/service processes
• Invoicing
• CSR decision making ability
Click here to contact us for more information on getting started with customized 360o’s for your organization.
14013 Zephermoor Lane · Winter Garden, FL 34787 · 407-905-9100 |
