Measure Customer Service Externally and Internally to Improve Service Continuously.

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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