GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms. They may assume that if someone doesn’t cancel their membership that they’re satisfied, but we know that’s not the case.

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Surveys Metrics Feedback Customer effort 76

Genroe

OCTOBER 27, 2019

Transactional Net Promoter Score (NPS), where you ask customers to indicate their willingness to recommend your processes rather than their overall relationship with your organisation, inevitably leads you to review your service delivery mechanisms – and perhaps it even leads you into the exciting world of Customer Experience Management, CEM. Service delivery strategies are often […].

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Customer Experience Management Surveys Feedback 53

GetFeedback

OCTOBER 27, 2019

In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it.

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NICE inContact

OCTOBER 27, 2019

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face. That meant customer service was tailored to each individual. Until relatively recently a merchant knew all his customers and therefore had.

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Customer Service Best practices Contact Center Call Center 48

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Genroe

OCTOBER 27, 2019

What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes. At some point in your best practice Net Promoter implementation, you are going to want to, in fact need to, start setting NPS targets for your staff and organisation. This is not a trivial exercise. There are […]. The post Three Prerequisites to Setting Net Promoter® Targets appeared first on Genroe.

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Best practices Management 45

Genroe

OCTOBER 27, 2019

Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and he’s not happy! The score went down last month and he want’s to know why. Looks like you’ll have to hunt around to find a reason for the change; or will you? Just because your survey […]. The post How to calculate Margin of Error and other stats for NPS® appeared first on Genroe.

Surveys 45

Surveys 45

Genroe

OCTOBER 27, 2019

Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of earnest discussion follows, agreements are reached, actions allocated and heads nod in full agreement. Everyone leaves full of enthusiasm. Flash forward 18 months (sometimes less, sometimes more) and many of the […].

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Feedback 40