Watkins went on to say, “Customer satisfaction feedback and relationship surveys are the best sources of information when difficult decisions need to be made. Consistently gathering, analyzing and reacting to customer feedback helps you stay on course and steer your ship into safe waters. It gives you the information you need to make the right decisions, especially during times of economic uncertainty.”
Smith agreed. “Right now customers want the most value for their dollars because they have fewer dollars to spend. CompuCom firmly believes that service is an added value and we constantly strive to be a leading provider of service and support. We measure service satisfaction across the board on an on-going basis. If we encounter a customer who is less than completely satisfied with the service delivered, we respond immediately to ensure a positive experience. This reminds our customers that CompuCom brings exceptional solutions, services and value to the table.”
Satisfy Me Please
So, what is customer satisfaction? Many define it as a happy customer or a repeat customer but, it’s much more than that. Satisfied customers can be the differentiator that helps a company sustain and even gain strength during an economic hurricane. Marianne Purnell, Manager of Customer Satisfaction at Medrad, Inc., a world market leader in medical devices that enable and enhance the clarity of medical images of the human body commented, “Gathering customer feedback helps us keep customer satisfaction in the forefront of our business. Delivering world-class service is something we take very seriously. Product reliability and high-quality support are vital to the people our customers serve. After all, we are in the business of helping to save patients’ lives. The healthcare market is highly competitive and service can be a differentiating factor in the sales mix. For that reason, we share customer satisfaction data with our total field team including the sales people so they can demonstrate that Medrad provides world-class service and support.”
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