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Best Practice Database
Customer Service » Customer Service Measurement » Customer Satisfaction Management » Surveys » Customer Satisfaction Surveys
Metrics, Graphics, Summary Matrix
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This document contains analysis of how world-class organizations measure customer satisfaction and how often they survey customers, how they follow up with customers and reward employee performance, what organizations track with Customer Relationship Management tools, and other customer relationship-building activities and practices. This presentation features 29 benchmark companies and contains three key findings related to the top three customer-related actions benchmark partners took, five main areas of customer satisfaction metrics, and how often often companies typically survey their customers.
This document also includes a matrix with specific survey questions and the responses of each participating company.