Customer Satisfaction Measurement

The companies that are positioned to earn superior profits today have learned to give us quality as the customer defines it.

                           Richard C. Whitney, The Customer Driven Company

Customer satisfaction drives revenues, market share, and competitive strength. However, the anger, frustration, and disappointment, common to dissatisfied or disenchanted customers, can be significant and costly. Therefore, timely and effective customer satisfaction measurement is increasingly critical.

While customer satisfaction has a direct impact on financial performance, the bottom line financial results are usually a lagging indicator. In other words, the causes of satisfaction [or dissatisfaction] may exist and persist long before the financial impact is realized.

There are many points of contact, which may affect the customers’ perception of quality and value, associated with the products and services of your company, and these experiences will impact their current and/or future spending. These moments of truth might include: product performance, packaging, advertisements, the Internet experience, automated telephone response systems, direct sales contact, order entry systems, contact with delivery personnel, invoices, billing inquiries, and more. With all of these customer experiences to consider, it is impossible to accurately predict the drivers of overall customer satisfaction without a disciplined measurement strategy.

We can help. Synergy Dynamics will isolate and identify those attributes, which affect customer satisfaction. We will provide customized Customer Satisfaction Measurement, which includes education, questionnaire development, testing, implementation, and analysis. Upon completion of our work, we will present a report that identifies the specific drivers of overall customer satisfaction, allowing for targeted, more efficient, and cost effective strategies, aimed at the continuous improvement of your products and services.

As you define your company’s strategic goals and objectives, the "voice of the customer" must be included in the discussion. Please contact Synergy Dynamics for more information, regarding Customer Satisfaction Measurement.