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.

The 5 things every great customer company knows

The 5 things every great customer company knows

1. Support is more important than sales What was once your back office is now firmly at the front. Your support team are the primary deliverers of customer experience. McKinsey says that 70% of buying decisions are based on how a customer…
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30 smartest customer service moves

Marketing brings in sales, but only great customer service can create customers. Customer service is now the major arbiter of reputation, so you need to make sure it's both top notch and innovative. To help you on your way, we've collated 30 of…
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Customer case study: Why BT Conferencing uses Customer Thermometer

BT Conferencing (part of the previously named British Telecom in the UK) counts nearly a quarter of the Fortune 100 amongst its customers. Some of their customers use up to 70 million minutes per month of conferencing time, so it's critical…
Measure customer journey
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How to measure customer journey satisfaction - without hassling your customers

"Measuring satisfaction on customer journeys is 30% more predictive of overall customer satisfaction than measuring happiness for an individual interaction" said McKinsey this week. This stands to reason. Customers are all interacting with…
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How to keep your customers once the recession ends

In 2009, John Quelch of Harvard Business School wrote a watershed article for the Harvard Business Review, describing how customer behaviour changes dramatically in a recession. He explained how there are 4 different kinds of buyers - 'slam-on-the-brakes',…
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6 customer satisfaction survey predictions for 2014

We are in a privileged position here at Customer Thermometer to be able to see the broad trends and technologies our customers, and their survey respondents, use to respond to our surveys. As with most online applications, during 2013, we have…
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Customer satisfaction can be measured with just one question

Most weeks, we get asked the question, "But we have to ask 10 questions in our customer survey - will Customer Thermometer work for us?" We answer that question in a number of ways: What do you do with the data once you have it? Can you…
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Getting low average online survey response rates?

Are your average survey response rates worryingly low? Are you looking for a way to improve them? There have been a flurry of articles on so-called 'survey fatigue' recently, ranging from Information Week to the New York Times. These articles…
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Customer satisfaction surveys in a mobile world

Since the launch of the iPhone only five years ago, we’ve heard talk of becoming a ‘mobile’ world. I noticed yesterday that more than half of the emails I received were sent from iPhones, Galaxies and the like. I don’t think I’ve seen…
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Social media ups the ante on customer satisfaction - guest post

It's important to know what is customer satisfaction in the digital age As Social Media continues to permeate our everyday lives, it becomes even more imperative for businesses to gauge customer satisfaction and consumer response. Now, when…
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Ask bland questions? You'll get pointless results.

I recently met with a large residential cleaning company. They had been running an online customer satisfaction survey every year for 3 years and wanted to find a new way of doing things. In the spirit of co-operation, they shared their…
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The future of customer surveys

Are you planning on running a customer survey in 2012? If the answer's yes, there are some highly pertinent questions you should be asking about the survey tool you are going to use. Most popular survey tools have a heritage in paper-based…