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What
is Customer Satisfaction?
What makes you satisfied?
If your expectations are met you are satisfied, if they are
exceeded you are delighted, but if they are not met, you will be
dissatisfied.
This tells us that satisfaction is a relative, not an
absolute concept. Satisfaction is relative to what you expected,
what was important to you in the first place.
Finding out what’s important to customers is the cornerstone
of Calibre Customer Satisfaction.
The question isn’t so much ‘Are my customers
satisfied?’ The real question is ‘Are my customers
returning?’ There is a world of difference between these two
questions. Who cares if they are satisfied if they are not coming
back?
There's no
feeling quite like the one you get when you get to the truth.
You’re the captain of the
ship called you.
You’re setting the course,
The speed, and you’re out
there on the bridge, steering.
Carl Frederick
What good
would it do my company in undertaking a Customer Satisfaction
Survey?
By
determining exactly what motivates a group of people to purchase
from your company, or your
competitors, marketers can tailor their strategies to enhance
customer loyalty, acquire new customers and even regain former
customers.
Make sure you visualise what you
really want, not what someone
Else wants for you.
Jerry
Gillies
Our sales
force tells us what our customers think, so why undertake
Customer Satisfaction?
Do not involve your inside and outside sales
representatives in the preparation or any
aspect of customer satisfaction research
(including providing names for the sample list).
Remember, their livelihoods are bound up in those
relationships!
Success is the sum of small efforts,
repeated day in
And day out…….
Robert Collier
Why
do I need Customer Satisfaction?
Customer Satisfaction is the foundation on which a successful
business grows.
Because your competitiors move at a differing pace to you, it
is impossible to judge the point at which they overtake you, if you
do not constantly measure your customers perception of your company
and what your company has to offer.
By measuring and monitoring the slighteset shift in your
performance benchmarks you are able to minimise the problem areas,
and take positive action.
Our
grand business is not to see what lies dimly at a distance, but
to
Do what lies clearly at hand.
Thomas Carlyle
ISO 9000
may soon require a certificate of Customer Satisfaction – How can
Calibre help
us to achieve this?
As part of your European standards accreditation it is being
considered necessary to show a minimum 10% of your customer base
satisfaction survey on an annual basis.
Calibre will set up a cyclical resource to measure customer
perceptions twice yearly on your behalf to satisfy the legislative requirement.
As and when it is documented.
The
journey is difficult, immense……………We will travel as far as we
can
But we cannot in one lifetime see all that we would like to
see, or to learn all that
We hunger to
know.
Loren
Eiseley
Do
I have the skills to do this internally?
When
designing and implementing a customer satisfaction programme,
companies have the option of using internal resources or outsourcing
these initiatives. Each company must decide based on its own
circumstances, but there are some critical deciding factors:
Does
your company have the personnel and expertise to design and
implement customer satisfaction?
Research
proves that there is only about a 40% overlap between what
management say is important to customers and what customers say is
important.
Outsourcing
to a creditable agency will mean that you are sure to obtain a true
measure of customer satisfaction with objectivity and validity.
We
live in the present. We dream of the future, but we learn eternal
truths from the past
Madame Chiang Kai-shek
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