Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Andres Barrios
Cloud Campus Regional Director
2
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
David Chacon
Global Growth & New Operating Models Director
50
MEMBER
Jason Taylor
Officer of County 311 Services
0

Article : Customer Satisfaction Measurement: Selecting The Right Solution Provider For Your Organization

Measuring customer satisfaction is becoming a top priority on the corporate agenda as illustrated by a research report published by Cambridge, MA-based Forrester Research in January 2005. The industry analyst firm surveyed 176 North American firms with annual revenues in excess of $500 million. The findings? Not only are customer satisfaction surveys the most popular activity, 54% of respondents also expect to increase spending in Web analytics. Why? Because to respond to the preferences and attitudes of customers in real time before they have a chance to churn to a competitor, enterprises need to know what those customers want now, not tomorrow!

With a confusing number of options available in the marketplace, this article cuts through the clutter, and provides a best-practice approach to help you select the right caliber of customer satisfaction measurement solutions provider for your organization.

Strategic Business Partner
Your solution provider should be financially stable with a number of years' experience measuring customer satisfaction in the service and support arena. They should understand your business environment and challenges, and help you at two strategic levels: articulate clear business objectives to design the right program, and make solid recommendations based on research findings for successful action planning and change strategies.

Ongoing, Real-Time Feedback
To be truly actionable, customer satisfaction feedback needs to be automated, ongoing, measured in real time, and create a feedback loop to management for rapid decision-making. Make sure your solution provider can integrate their survey methodology with your customer management application, so you can link customer satisfaction to specific support interactions and design targeted programs to address issues as they unfold early on.

Global Data Collection
Your customers should be able to provide satisfaction feedback from any touch-point, anywhere in the world. Ensure your solution provider is well-versed in all data collection methodologies, from IVR to online surveys, and provides robust enterprise-level technology to collect multilingual feedback from all touch-points into one single data repository.

Professional Services
Your solution provider should have an extensive track record in customer research consulting for the service and support industry. Their professional services department should be able to counsel you on all aspects of your program, from survey design, frequency and sampling, to how best to design and deliver reports to your various audiences and stakeholders.

Esteban Kolsky, Research Director for industry research firm Gartner based in Stamford, CT, explains: "Vendor evaluation on survey tool features alone no longer makes sense. In the end, it is professional services that will distinguish the best providers from those that will be gone in the next market iteration."

Reporting And Analytics
Your solution provider needs to be able to generate a series of innovative scorecards and dashboards, so you can make better-informed business decisions faster. By deriving real-time performance indicators by product or service line, contact center, geographic region, workgroup and individual agent, you will be able to meet the specific needs of all your reporting audiences, from executive team to agents and outsourced partners.

Flexibility
No two companies have the same needs, so flexibility is essential. If your technology needs are complex, you should develop open and scalable systems you can leverage across your entire enterprise, from agent effectiveness appraisal to product strategy decisions.

ROI Measurement
Your solution provider should help you determine the ROI of your program and the amount of additional revenue you could potentially drive per customer. Do request to speak to some customer references to get a feel for their individual success.

"The voice of the customer is today's key business driver," concludes Kolsky. "By measuring and integrating customer satisfaction feedback into your business processes in real time, your service and support organization will remain agile, ensure high customer retention, and help improve company profitability."


About NetReflector Inc.:
Company LogoNetReflector provides corporations with high-value, comprehensive customer satisfaction and loyalty measurement solutions. Our extensive partner network helps our customers realize the full benefit of NetReflector’’s online feedback technology and consulting services by providing complementary strategic and technical experience along with support and management.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Wednesday, June 22, 2005

Printer Friendly Version Printer friendly version

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =