Portal : Business World

Headline : Measuring Customer Satisfaction: The Effectiveness Speedometer Of Organisations

Date :2.March.2016

Edition : Online

First step in measurement is to understand customer expectations clearly- and then determine how the organization stacks against the same (as perceived by the customer or user), besides seeking specific feedback to improve.

Measuring Customer Satisfaction: The Effectiveness Speedometer Of Organisations

First step in measurement is to understand customer expectations clearly- and then determine how the organization stacks against the same (as perceived by the customer or user), besides seeking specific feedback to improve.

If we evaluate, the more successful, consistently growing and valuable organizations in the world, we will usually find a high correlation, with their ability to deliver superior customer/ user experience vis-à-vis their peers.

Independent research, done by various think tanks &research, validates this intuitive rationale.

So shouldn’t all organizations across sectors, private, public or government measure and work to continuously improve user / customer satisfaction?

Yes. This is why mission statements of many organizations emphasize customer satisfaction.
 

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