Comments on: Measuring customer satisfaction and driving behaviour http://www.callcentrehelper.com/measuring-customer-satisfaction-and-driving-behaviour-7718.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Sean Coomer http://www.callcentrehelper.com/measuring-customer-satisfaction-and-driving-behaviour-7718.htm/comment-page-1#comment-28873 Sean Coomer Wed, 20 Jan 2010 06:23:43 +0000 http://www.callcentrehelper.com/?p=7718#comment-28873 Referring to the above question. The key is to have a split in your customer satisfaction measure. A split is required to identify whether the CSAT has dropped as a result of product pr service delivery as well as which channel was the root cause eg. Internet, retail outlet, email or call center. Customer satisfaction as we measure it is split into 3 categories namely: "exceed customer expectation","meet customer expectation"&"did not meet expectation". The key with the measure is that one should continually look for ways to exceed the customers expectation. For example if I deliver a product currently in 3 days(current expectation) and next month I deliver in 2 days while I am exceeding my customers expectation the customer will expect that the following month I deliver in 2 days. As a result a in order to meet CSAT targets it becomes a neccisity that we continually strive to improve our product, processes and services. The link between ESAT and CSAT is logical. Satisfied employees are well informed, happier and thus in a better position to deliver excellent service and go the extra mile. Referring to the above question. The key is to have a split in your customer satisfaction measure. A split is required to identify whether the CSAT has dropped as a result of product pr service delivery as well as which channel was the root cause eg. Internet, retail outlet, email or call center.

Customer satisfaction as we measure it is split into 3 categories namely: “exceed customer expectation”,”meet customer expectation”&”did not meet expectation”. The key with the measure is that one should continually look for ways to exceed the customers expectation. For example if I deliver a product currently in 3 days(current expectation) and next month I deliver in 2 days while I am exceeding my customers expectation the customer will expect that the following month I deliver in 2 days. As a result a in order to meet CSAT targets it becomes a neccisity that we continually strive to improve our product, processes and services.

The link between ESAT and CSAT is logical. Satisfied employees are well informed, happier and thus in a better position to deliver excellent service and go the extra mile.

]]> By: Ronald P. Meyer http://www.callcentrehelper.com/measuring-customer-satisfaction-and-driving-behaviour-7718.htm/comment-page-1#comment-28727 Ronald P. Meyer Thu, 10 Dec 2009 14:20:32 +0000 http://www.callcentrehelper.com/?p=7718#comment-28727 Measuring CSAT for me is a given, I also agree with the employee engagement. There is one thing that bothers me in the metric: setting the correct goals. Having contact center across EMEA I expect cultural differences in respondents that will have a major impact on the high level CSAT score. I also suspect the time of season having an impact on scores but not in an equal fashion to the different sites. I do not have research to validate that line of thinking though. It is not feasible to set targets for every country, but if CSAT drops without the employee being able to influence that, it will have an adverse effect on employee morale and engagement. What do you think? How can you address that? Measuring CSAT for me is a given, I also agree with the employee engagement. There is one thing that bothers me in the metric: setting the correct goals. Having contact center across EMEA I expect cultural differences in respondents that will have a major impact on the high level CSAT score. I also suspect the time of season having an impact on scores but not in an equal fashion to the different sites. I do not have research to validate that line of thinking though. It is not feasible to set targets for every country, but if CSAT drops without the employee being able to influence that, it will have an adverse effect on employee morale and engagement. What do you think? How can you address that?

]]>