What Customers Tell a Company (Customer Satisfaction)

Description

One of four assessments of 'Customer Health'. Feedback cusomters actually tell a company is not typically indicative of what they will do going forward. It tends to be far more positive or negative than what their behavior demonstrates. Rarely do comments correlate with behavior. For instance, a customer who fills out a survey at the checkout line provides information that may sound predictive ("the line was too long - I'll never shop here again!"). But his future behavior rarely proves that. What customers tell a company is measured through Emails, Direct Feedback, Rating Review, Customer Service Contact Centre, Surveys, Focus Group.

Covered in Topic(s)

Social Media setup: Blog/Micro-blog