Customer satisfaction research has become an increasingly necessary and popular research activity. Every business recognises that it must listen to its customers and many claim to be completely focused on their customers’ needs. Increasingly, organisations are taking this philosophy a step further and are measuring customer satisfaction at regular intervals as a means of assessing their performance. Many organisations now use these satisfaction measures as a key performance metric for employees with a link to bonus payments.
Why Commission a Customer Satisfaction Research Programme?
- independent quantifiable measurement of performance
- confidential feedback loop for customers
- identify and fix any potential problem areas
- communicate a customer focused message and improve levels of repeat business