Customer Satisfaction
Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.
In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.
What is Customer Satisfaction?
Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.
In the heat of battle, customer service professionals want the best tools for the job.
But even the best tool needs to be applied in exactly the right way for any given situation. It may look and feel instinctive in the hands of the experts,…
Take the Customer Survey Challenge
Benchmark your current approach against CSAT survey best practice
To improve your customer surveys, remove biases and get bigger response rates, you need to understand where you’re currently at.
This…
Pan Pac Forest Products Ltd is New Zealand’s leading specialist in sustainable forest products, processing 1.5 million tonnes of logs per year into pulp, lumber and cut logs.
Managing forests, felling trees and processing thousands of tonnes…
How your customer feedback process can keep up with tech trends
Comprehensive new research from Ofcom shows how tech behaviors in Western society have changed in the last 10 years. It’s an illuminating picture of the UK consumer market, whose…
We are honored to count the wonderful makeup and skincare brand Glossier as one of our customers.
We are constantly inspired by their customer experience approach, and have researched various interviews, articles and consumer posts to bring…
Short customer satisfaction surveys are popping up all over the place.
They help brands continually check the pulse of customer satisfaction and gain targeted, real-time feedback on products and services.
It’s a far cry from how customer…
When data center provider Hivelocity started out in a Tampa basement in 2002, most competitors in the server hosting industry were leading their go-to-market message with speeds and feeds rather than customer service.
Today, with 70,000 square…
The 4 steps to using ITSM to transform customer service
According to the 2017 CIO WaterCooler ITSM survey, organizations mainly use IT service management processes and tools to improve the quality of their IT-related services. In 35% of cases,…
Victorian Plumbing is one of the UK's largest online retailers of branded and in-house designed bathrooms and accessories.
Based in Merseyside, UK, the company was founded in 1999 and with its focus on customer excellence, has gone…
The 5 best practices of a high-performing helpdesk
There seem to be two schools of thought around helpdesks. You either look at them as a cost centre or a profit centre. A necessary evil, or a gold-plated opportunity.
Whichever it is, and…
The fastest online survey in the West
In the fast-growing world of IT managed service providers (MSPs), one innovative business is leading the market.
By using customer feedback from the very heart of its interactions with customers, The…
Putting the boot into online surveys
The humble online survey came under intense scrutiny from an unexpected source earlier this month when a top English Premier League team asked fans to rate the performance of its manager.
Everton Football…
