Customer Satisfaction - it's not a chore!

TrainingZone

Customer Satisfaction – it’s not a chore!

By TrainingZone

Consider these statistics:

Only 4% of all customers with problems complain;

The average person with a problem eventually tells 9 other people;

Satisfied customers tell 5 other people about their good treatment;

The cost of acquiring a new customer is 5 to 7 times greater than retaining current ones;

The cost of hiring and training a new employee is up to 10 times greater than retaining current ones.

The average business loses between 10% and 30% of its customers each year, often without knowing:

Which customers they have lost;

When they were lost;

Why there were lost;

How much sales and profit customer decay has cost them

Research has demonstrated conclusively that it is far more costly to win a new customer than it is to maintain an existing one.

The most powerful reason for doing anything in business is that it will increase profitability.

Measure customer satisfaction, and acting appropriately on the results, will increase profitability.

NOT taking action allows your customer base to decay while permitting your competition to gain market share.

So, if you're currently not monitoring your Customer Satisfaction, the Standard has done you a favour. Done correctly, CSM can provide data against which you can predict your future company profits. It's a very valuable tool and companies, who know how to use it, will flourish.

But, where do you start?

Firstly, you need to understand the principles; you need to appreciate the importance of your Customer Satisfaction Index and, most importantly, you must understand the implications of benchmarking. To meet this need, ISO 2000 has produced an hour-long awareness course delivered on cd.

click here for a demonstration

So, you now understand the process, but how do you resource it?

Well, you can resource it internally, or you can outsource the whole process. Both options represent a significant investment. With this in mind, ISO 2000 has developed Satisfaction Index™ an low cost CSM solution meet the customer satisfaction measurement requirements of ISO 9001:2000. Itis based on a tried and tested methodology that provides a statistically verifiable measure suitable for monitoring continual improvement and benchmarking against other companies. Available as electronic, postal or telephone survey options the survey is conducted by external specialists for less than the cost of an in-house survey.We then do the rest; collate the data, present it in graphical format and, most importantly, benchmark it against the rest of our database.

click here for for further details.