Company Feedback

Company feedback

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Company Feedback

Customer satisfaction is often measured by using surveys and comparing customer responses against set criteria.  Whether satisfaction is high or low often depends on who you ask and what types of questions you present to them.  Customer service surveys can be a bit skewed on the negative side because no one contacts the customer care department to talk about happy situations and events.

Most calls or emails that make it to the customer service department have to do with poor performance, unmet expectations or something that is broken.  If you ask customers who contact customer care whether they are satisfied with the outcome or not, you must be careful about how you interpret the answer.

On one hand you may have someone who has a legitimate grievance against your company, but one the other you may not be able to do much about it.  For example, when someone calls you to tell you that they poured a gallon of water on their computer and now want it replaced for free, you may not be able to comply with the request.

If you then ask the customer his or her thoughts on your customer service, you may get a mouth full of negativity and dissatisfaction with your customer service department.  That is why you must consider the company's ability to handle the issue to the customer's level of expectation.

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REFERENCE: CARTOON # 70