The Fallacy of the Decline of Customer Satisfaction

摘要

BusinessWeek's Eric Chemi recently posited that customer satisfaction has a negative impact on stock prices, meaning that publically traded companies may actually be better off being disliked by their customers. He makes some interesting assertions regarding the value of spending on CSAT efforts and the potential return and, while, his so-called study seems interesting on the surface, the truth is there is little merit to the claims. Basically, Chemi looks at CSAT scores for 146 publicly traded companies, along with their stock price trends, coming to the conclusion that there is "no statistical relationship between customer service scores and stock market returns."