Who Needs to Do Customer Satisfaction Surveys

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There are virtually unlimited possibilities for conducting – and taking – customer satisfaction surveys, now that surveys and mobile, hence completely untethered. I thoroughly enjoyed Antoine Déroche’s post on MRMW.net about customer satisfaction surveys in Singapore. He shared an example of a well-placed survey – above the toilets in Singapore’s Changi airport, with the simple admonition: [...]

Satisfied Customers are Like Runaway Brides

Runaway Bride

In the movie Runaway Bride, Julia Roberts plays a spirited and attractive young woman who’s afraid of being married. She’s left a trail of boyfriends whom she says she loves. Indeed, she’s left three men waiting for her in church on their wedding day (all of which are caught on tape), receiving tabloid fame and [...]

What Net Promoter Taught Me About Our Company

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In my previous post, I discussed the principles behind Fred Reichheld’s Net Promoter Score, a system of measuring client loyalty by asking a customer, on a scale of 0-10, how likely they’d be to recommend your company to a friend or colleague, and what the main reason is for their answer. My company, Ascentium, began [...]

Seeking the “Why?” of Customer Loyalty

Customer Loyalty

If you want to stay in business, you have to turn your customers into fans. A good product, hard work, and earnest customer service all make for a good start, but it’s just a start. To build customer loyalty, you must be able to accurately measure each customer’s experience, then build on what you’ve done [...]

Satmetrix Reveals Social Net Promoter Score

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The big news from the opening day of the Net Promoter Conference yesterday was Satmetrix‘ partnership with Metavana to offer a new “social” Net Promoter Score called the SparkScore. Net Promoter is an approach to customer satisfaction measurement.  The new SparkScore is Satmetrix’ approach to the growing field of text analytics and sentiment analysis. The [...]

The ABCs of CSAT

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Later this week I’ll be attending the Net Promoter Conference in San Francisco.  I’m really looking covering this event for Research Access. Customer satisfaction (or CSAT) measurement is a highly specialized, but vitally important, part of the research world.   Yet I think there are many researchers and marketers who aren’t terribly familiar with the ins and outs [...]

Short and Very Dry, Please

Foam

I like my coffee every day and prefer cappuccinos that are short and dry. Now, for the uninitiated, let me explain. That means a cappuccino with less milk and proportionally more foam. There is no exact measure for what the proportion should be and that is where the skills of a good barista come into [...]

How to Control Your Customer Satisfaction Scores

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We tend to measure customer satisfaction after the customer experience has already happened.  But that isn’t when the opinion about the experience is really created. Customer experiences are actually created long before your customer ever reaches your doorstep.  They often start with impressions and perceptions created when your potential customer interacts with friends and colleagues [...]