Satisfaction | NPS | CES | Voice of the Customer | Sentiment
Web-based activities have become a significant factor in shaping customer experience and influencing the perceptions customers have about companies and their products. The majority of on-line interactions are unassisted, where customers are encouraged to serve themselves.
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.
There are a plethora of industry awards and recognition opportunities to provide a means to get recognized for your service initiatives. Is it worth your effort to pursue industry recognition though these awards – here are some of the pros and cons.
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.
Customers indicate that nearly a third of support requests are due to product defects, yet vendors classify only a small percent of cases as bugs. Customer perception is a reality you need to understand and manage.