Customer Satisfaction

Satisfaction | NPS | CES | Voice of the Customer | Sentiment

Improve Customer Experiences by Understanding What Users Want and Need

The ability for a service organization to maintain an acceptable level of customer satisfaction and deliver a reasonable customer experience begins with a company’s understanding of what its customers need, want, and expect. When customer expectations are not well known or more importantly not managed – the instances of dissatisfaction will rise.

This article describes the factors that affect customer satisfaction and experience levels.

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Maximizing Satisfaction with Support Case Resolution

Customers do not typically like to call for technical assistance, but when they do they are most often satisfied with the results of the service they receive. Overall 70.5% of cases are resolved to the satisfaction of customers regardless of time to close.  To maximize customer satisfaction with case resolution you must provide a satisfactory answer that solves the customer issues and do so within a reasonable amount of time.  Learn what it takes to drive customer satisfaction and increase NPS.

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