Research Tips
Customer Satisfaction
 | I Really Want to Know (Really?) -- A Waiter Grades Himself |
| The Properly Written Problem Resolution Letter |
| Tying Emotion to Customer Service |
| When Should Changes Be Made to a Customer Satisfaction Tracking Questionnaire? |
| The Little Numbers Make the Difference To find out where service needs to be improved, look at the percentage of customers who are "not satisfied." |
| Customer Service Nightmare A bad customer service experience is used as an example of common customer service errors. |
| Are Your Incentives In Proper Alignment to Produce Quality Service? It is easy to overlook a key link in the customer service chain. |
| Customer Satisfaction Benchmarking It is important to know where your company stands relative to your competitors on the issue of customer satisfaction. |
| A Single Comment Can Make a Difference Each comment made by a customer in a customer satisfaction survey has the potential to impact your business positively. |
| Don't Let Research Results Sit on a Shelf How to make sure customer satisfaction research results get used. |
| The Problem with Average Scores Why reporting percentages rather than just averages can help you to improve customer satisfaction. |
| Relationship Versus Transaction Measurement Should you ask about the last service encounter, or the service relationship? |
| Improving Customer Satisfaction Once a Customer Satisfaction Measurement Program Is in Place Processes to ensure that your customers' satisfaction with your business will increase. |
| Correct Positioning of a Customer Satisfaction Question Should a customer satisfaction question be place first or last in a questionnaire? |
| If You Aren't Sure, You'd Better Ask Opinion on customer satisfaction questionnaires that do not ask customers how satisfied they are. |
| Evaluating Customer Comments How to "code" customer comments and uncover patterns in responses. |
| Measuring What Is Important to Customers Why a statistical approach to measuring importance is better than asking customers what is important to them. |
| Obtaining Results Before You Complete Survey Analysis How a customer satisfaction measurement program can have a positive influence on employee behavior. |
| Comment Cards Versus Questionnaires Rationale for using quantitative customer satisfaction questionnaires rather than comment cards. |
| Distributing Questionnaires in a Retail Environment Actively handing questionnaires to customers versus passive distribution. |
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