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.

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125 survey fatigue statistics

Our new research into survey fatigue has just been released! It's already been covered by Marketing Profs, Social Media Today and more.Featuring a ton of analysis and 125 data points, we asked 1000 people how they felt about providing feedback…
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How Infiniti Telecommunications monitors CSAT across its units and partners

Infiniti Telecommunications is an Australia-wide telecommunications company. It provides telephony systems to small, medium, and large businesses and delivers ongoing customer support post-sale as well.Customer Thermometer has become…
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The Lean Start Up: Book Review

The Lean Startup by Eric Ries became an instant classic when it was published in 2011.What attracted me to the book was that the back cover promises a lean, entrepreneurial process that is about "learning what your customers really want."…
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CSAT Stat of the Month: Resolve a Complaint Quickly...

"...and 9 out of 10 customers will buy your product/service again" What's the background? It's a commonly-held industry belief that resolving a customer complaint quickly will help you to hang onto that customer, and dramatically increase…
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Shoe Dog: Book Review

When 3 different people are kind enough to recommend the same book to you in less than a fortnight, you've got to read it.Shoe Dog is the exceptional memoir of Phil Knight, co-founder and creator of Nike.Nike is one of those ubiquitous…
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CSAT Stat of the Month: An Unhappy Customer Tells...

"A happy customer tells 3 people; an unhappy customer tells 10 people"   What's the background? There are many variations of this CSAT stat which crop up on a regular basis. You will almost certainly have seen versions of the statistic…
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Time to Insight: A key metric for CX and CI professionals

Forward-thinking companies can now generate a great deal of real-time, customer and market insight from their day-to-day operations.We’re now in a world where Uber can rack up 2 billion rides across 400 cities since it launched in San…
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Building a Customer Service Alert System that works

Let's set the scene Just like a smoke alarm can help you act when there’s fire, a customer service alert system can help you act quickly on customer issues. It's a method of alerting the right person in real time when a customer sends a…
Only the Paranoid Survive Book Review
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Only the Paranoid Survive: Book Review

Only the Paranoid Survive: How to Exploit the Challenges That Challenge Every Company is a book originally recommended to me by Ben Horowitz. It's written by Andrew Grove, who led Intel's astonishing growth and was seen by many as a founding…
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CSAT Stat of the Month

"80% of your future profits will come from just 20% of your existing customers"   What's the background? This is a well-known CSAT stat which is often cited in discussions about customer retention.It is known as the 80/20 rule,…
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Embrace simplicity -
The need for simple feedback tools

Technology is becoming more and more complex. Tools have unlimited configurations, bloated feature sets and complicated deployment requirements. Nowhere is this more true than in the realm of customer feedback. Customer surveys have become lengthy…
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CSAT Stat of the Month

"68% of customers leave as a result of perceived indifference" What's the background? This CSAT stat is quoted frequently, but where does it originate from?In 2008, John Gattorna, a visiting professor at Macquarie Graduate School of…