There is evidence to suggest that satisfied customers buy more often, they buy more individual product and more of your range, they will pay more (9% less price sensitive), they will recommend you more (positively) and they will stay with you longer. If the evidence is correct improving customer satisfaction should be a key goal for the business, it's also a requirement of ISO 9001:2000.
So how does your organisation measure customer satisfaction? What methods do you use? How often do you do it? Whose job is it? What is your target? Are you meeting / exceeding it?
Please tell us.
Regards,
Simon
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