John DiJulius | Customer Experience Blog


What Your Satisfaction Scores Are NOT Telling You | The Millennial Generation Lacking Service Aptitude
February 8, 2017, 5:02 am
Filed under: Customer Service, Service Aptitude
What Your Customer Satisfaction Scores Are Not Telling You 

What Your Customer Satisfaction Scores Are Not Telling You
Having strong Key Performance Indicators that are tied directly to your company’s Customer Experience is critical to your company joining the Customer Service Revolution. However, most Customer satisfaction reporting is not 100% accurate. This can be a major problem if you are holding leaders and Customer facing employees accountable. Your Customer satisfaction rating system must isolate different touch points of the Customer’s journey, otherwise the reports are only valuable as a brand experience and cannot be tied to any individual’s performance.

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