CUSTOMER SATISFACTION MEASUREMENT HELPS THE BEST COMPANIES SAIL THROUGH TURBULENT ECONOMIC SEAS
Written by: Dr. William H. Bleul, Professor of Decision Science at Pepperdine University
During stormy economic times, companies are under enormous pressure to decrease costs but, is cutting customer satisfaction measurement programs the right thing to do?
It's plain and simple… Even though improving customer satisfaction is what we all want to do, measuring and using customer satisfaction feedback is fundamental to cutting costs and keeping customers. In this article, several prominent service industry experts illustrate how customer satisfaction measurement is vital to helping the company ship stay on course until rough economic seas subside.