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Interpreting Benchmarks
Category Archives: Customer Surveys
Establishing a Key Performance Indicator
Many successful leaders establish an overall measure of customer satisfaction to gauge progress. I concur that’s a wise move, but it’s important to do so with some cautions in mind. A recent Lynda.com course that I recorded addresses this topic and others associated with Customer Service Leadership. You might enjoy learning more about the best measure of overall customer satisfaction …
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Customer Comments Matter: Numbers to Ponder
Customer comments matter. Positive or negative, they definitely have an impact. A past Edge of Service Newsletter includes the following numbers to ponder: 1% to 5%. Typical percent of customers who complain to companies when there are problems—for every 10 complaints, there are anywhere from 200 to 1,000 customers you don’t hear from. (John Goodman, Customer Experience 3.0) Word of mouth …
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Providing a Poor Customer Experience Is Costly
When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands, or actively disparage the company via word of mouth, social or other means. Only 10% spend more with …
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Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer satisfaction almost 20% higher and are 15% more likely to recommend the company compared to those who receive no follow-up. Many …
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What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how comfortable are your customers with sharing their information? According to an eConsultancy/IBM study of …
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We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how we interact with our customers. Here’s a toast to doing a better job …
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Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …
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How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X consumers—those born between 1965 to 1980—this number rises to more than one-third (36 percent). And over half of those polled have cancelled a service because of a bad customer experience. The top complaints are the …
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Know What's Important to Customers
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast Response–20.9% Ease and Convenience–20.4% Friendly/Personalized Approach–18.4% My take? Common sense suggests that none of the other things matter if the issue isn’t resolved. Beyond that, I’ll …
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