There’s a lot of talk about ‘customer satisfaction’, and sometimes it all seems like

‘blindingly obvious common sense’!  However, ‘common sense’ is often not ‘common practice’.

The problem is: it’s clearly a good idea to deliver excellent service to customers…

… but how do you create it, and how do you measure it?

How you create it.

Remember the story about leading the horse to water? The only way it’ll drink is if it’s thirsty! It’s the same with customer service: people will only deliver excellent service if they want to and are able to.

This ‘desire & ability to deliver’ can only be created when all aspects of an organisation are in alignment around the central goal of delivering excellent service because it’s the right thing to do.

The absurd thing is that 99% of people want to give great service: it’s just that failures in different areas of the organisation can often prevent them from doing so!

… and when they are able to give it, they don’t know how well they (and their colleagues) are doing!

Most organisations have no objective, accurate, clear & compelling measure. Most customer satisfaction surveys are cumbersome and meaningless (and measure the wrong things from the wrong people), so, in effect, become more of a disincentive and a smokescreen than a helpful tool!

How daft is all that?

How you measure it.

The key to measuring this is threefold

1. Keep it simple (producing high response rates and helpful feedback).
2. Keep it present (ensuring the information is up to date and relevant)
3. Keep it obsessive (ensuring it produces real change for the better)

The system we use should produce response rates in excess of 70%, with valuable feedback, and real incentives to help your people improve. It is a fantastic predictor of future success and has been proven many times. Best of all, it can be run by you, quickly, simply, & inexpensively, with a bit of help from us!

What this will cost.

Costs vary, of course, depending on the number of customers you want to get feedback from, and the amount of input you want from us. For guidance, a basic package can be as little as £90+VAT per month, or, at the other end of the scale we can do a ‘platinum service’ for just under £500 per month.

Alternatively, with our help and guidance (plus, we’d suggest, monitoring to avoid ‘inaccurate’ information, and suggest ongoing solutions), you could run this simply and easily ‘in house’.

An initial phonecall / consultation costs nothing, so don’t hesitate to ask us for further clarification: we pride ourselves on our transparent pricing policy, our ‘no nonsense’ guarantee, and indeed our own customer feedback!

The world is now a truly global economy, and those who don’t deliver excellent service as standard  will not survive in the long term. Those that do will prosper and flourish.

This is not expensive to do, but is very expensive not to do.