One of the keys to delivering services that are aligned with customer expectations – and therefore supportive of the brand position – is the ability to describe key service process characteristics objectively. It is important to depict these service characteristics so that employees, customers and managers alike know what the service is...by Debra Semans
Vendors are offering it and researchers are using it,
but do you need it? "It" is online reporting
of research data, which can potentially provide a new look
at customer satisfaction tracking . . . by Lucy Klausner
Getting
The Most Out Of Performance Measures
If innovation is the key to future success, today’s
performance standards must be measured so staff can make
continual improvements in the way they conduct business
. . . by Lucy Klausner
Opportunity For
Improvement System Empowers Employees
When peeling back the layers of top-performing companies,
what did we find to be a common link? by Casey Goodman
Research Calms
The Waves of Deregulation
When one of the Southeast’s largest natural gas
distribution companies found itself in a quickly deregulated
market, it turned to Polaris Market Research Inc. for help
. . . by Lucy Klausner
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Net Promoter Score:What Is It and Should Your Company Be Using It?
Can one simple question determine your company’s future?
You may have heard the buzz about Net Promoter Score (NPS), a relatively new formula for measuring customer satisfaction by asking just one question. Living in an era where ease and expediency is king, it’s not surprising that companies large and small are attracted to integrating this metric into their research programs.. .
. by Michelle Auda
Ensuring What Gets Measured Gets Done
More companies than ever are measuring their non-financial performance in attempts to improve business and retain both customers and employees, but not all are leveraging their measurements to improve their organizations . . . by Lucy Klausner
Winning
Strategies In Energy E-Commerce
After Atlanta Gas Light Co. became the first natural gas
utility in the nation to fully deregulate, the company
turned to the Internet to rebuild its customer relationships
. . . by Patricia Kurtz
Measuring
Customer Feedback Helps Real Estate Development Company
Build Strong Relationships
Arvida is known for its commitment to quality and excellence,
with a goal of making every facility and service the finest
of its kind. To reach that goal, Arvida’s management
began conducting in-house satisfaction surveys . . . by
Lucy Klausner
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