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Products & Services Customer Service Customer Service Measurement Customer Satisfaction Management Surveys Customer Satisfaction Surveys

Measure Customer Service Externally and Internally to Improve Service Continuously.

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ID: 3355


Features:


Words: 920


Published: Pre-2013


Delivery Format: Online


 

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.




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This document gives a broad overview of several methods for measuring customer satisfaction. To bolster strong client relationships, GE Information Services (GEIS) solicits user feedback through an electronic grading system that gives the company a daily report card. Citigroup (formerly Citibank) uses an external service to randomly measure customers’ satisfaction with the way their transactions were resolved. IBM Rochester tracks customer satisfaction in six general categories it calls “customer satisfiers.” First Chicago Bank employs thorough telephone interviews with customers to measure customer satisfaction.

Industries Profiled:
Automobile; Financial Services; Manufacturing; Telecommunications


Companies Profiled:
GEIS; Citigroup; Toyota; Verizon Wireless


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