Support Operational Quality: How Does Your Customer Satisfaction Program Score?

摘要

It's not easy to become a world-class support organization. The days of complacent companies remaining competitive in the marketplace are long gone. Today, to become and remain an industry leader, the delivery of quality service must rate high on the customer satisfaction charts. Customers demand quality, value, continuous improvement and the ability to respond quickly to their needs. Since today's competition is tough, if you are not meeting the needs of your customers, they will be met by your competitor tomorrow. Customer satisfaction measurements are one of the most important forms of market research a company can perform. They are an efficient and cost-effective means to determine the needs of your customer and provide you with the necessary information on how to keep them satisfied.