Many companies use a 'customer satisfaction index' (CSI) to monitor
customer satisfaction.
Typically, it is arrived at by taking the percentage of customers who
rated the service satisfactory or better.
It is not unusual to find companies with a 95% CSI that are losing as many
as 40% of their customers. Customer losses may be caused by a variety of things but the
opportunity to learn from the satisfaction data is lost by aggregating it. It is better to
learn from the differences - what does it take to get a top rating, how is this different
from what others experience? |
