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Customer satisfaction

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Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” The problem with working within a business is that you become so caught up in it that it’s almost impossible to see things from the “outside” – in other words to really understand how your customers see you. So how can you tell if your customers are truly happy with you?

If you use someone that sits outside of your business to speak to your customers you’ll get a far more realistic view of just how successful you are at matching your products and services to your customers’ needs. You’ll also uncover the truth about your customer service levels, problem solving abilities, and how your team holds up under pressure.

The truth might not always be pretty, and there is an element of bravery required. However, at the end of the process you’ll have an invaluable insight into your customers’ perception of your business. This in turn will provide you with the most reliable indication of where you’re succeeding, where change is required, and even where you’re over-delivering.

“Just a quick line to thank you for your support with our surveys. We have been very impressed with your personal skills and your understanding of the work we do, and I am sure this has been a contributory factor in how freely and informingly people have been able to speak.”

Paul Allen, CEO, Vibrance (formerly RCHL)

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