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How do you measure your customer satisfaction?

Apr 13, 2013 7:57 AM #1

What are the best tools to use to measure customer satisfaction?

Apr 13, 2013 4:15 PM #2

I would say the following 5 are the top:

1. Mystery Shopping and customer satisfaction surveys

2.Mapping customer experiences 

3.Understanding what is the customers expectation

4.Analyzing customer complaints

5.Assessing competition and benchmarking  


Jad Rammal

Apr 13, 2013 4:47 PM #3

I believe Jad has summarized it all.... totally agree.

May 7, 2013 4:00 PM #4


Mapping the customer experience does not measure customer satisfaction. What are you people thinking?

May 8, 2013 5:47 AM #5

Hi Dylan,

I do agree that mapping customer experience it self is not a tool but it help organizations understand the touch points their customers go through. which i believe is an important factor when measuring customer satisfaction because before you compile any measurement check list/questionnaire first one should understand all the customer touch points so you can measure whats important for your customers.
Thanks  
Dylan Baum posted on May 7, 2013


Mapping the customer experience does not measure customer satisfaction. What are you people thinking?


Jad Rammal

May 27, 2013 6:12 AM #6

Lots of companies use ratings out f 10, and are happy if a customer gives them 7 or above. As a training and consultancy business, we used to ask 'Did the training session 'Not Meet', 'Meet' or 'Exceed' your expectations?' The implication being 'did we 'not satisfy you ', 'satisfy you' or 'Delight' you'? then one day we were working in a business who had used another provider for the last six months , and I was  asked to come and do a session. At the end we asked the question on our form, and somebody ticked 'Exceeded' which was good news we thought. in the 'Why?' Section he wrote.... "because it wasn't as bad as all the other training sessions they've sent me on!!!!!" to be fair, when we asked him, although his expectations weren 't very high, he was pleased with the session.

One of the questions we now use (and encourage our clients to use) is 'Are you COMPLETELY' Happy with what we've done?' Which can only be answered by Yes or No - we then follow up with 'Why / Why Not?' It's a tough question to ask, but it does seem to get a true measure of what people think!


Helping businesses 'Think in 3D!' That means being 'Dramatically and Demonstrably Different'! www.andyhanselman.com

May 29, 2013 6:42 AM #7

Thats interesting Andy, there are many gray areas in measuring customer satisfaction, another area could be comparing our performance with other competitors, on what basis are we doing this comparison? and how can we make sure we are following the right (hopefully the same) standards. Unfortunately these standards vary between an organization and another.

Sep 21, 2015 7:45 AM #8

In my opinion measuring customer satisfaction is  important for both product development as well as improving your company's support services. If you are conducting survey for your company you need to consider following factor :

1. Perceived quality
2. Loyalty
3. Attributional satisfaction
4.  Intention to repurchase

For more information about customer survey you can visit here : http://www.go4customer.com/customer-satisfaction-survey