Customer satisfaction is more critical than ever

摘要

Changing requirements are pushing service companies to increase their focus on customer satisfaction. In the shadow of the massive oil leak in the Gulf of Mexico this year, most service companies in the oil and gas industry are rethinking how they work with customers. Given the price tag in lives, damage, and dollars attached to this catastrophe, the tendency can be to focus on safety and liability aspects of the vendor-customer relationship. While those issues likely rivet everyone's attention, service companies should focus on "rethinking," while keeping overall customer satisfaction as a critical part of the big picture. More than an academic contribution to a rethinking process, customer satisfaction and how well vendors and customers work together can have a direct impact on outcomes. Listening and responding to customer issues has uncovered more than one safety consideration. It also has revealed flawed relationships between vendor and customer that could be fatal.