LE BLOG BY SATISFACTORY
Customer Satisfaction Barometer: operational approach and strategic vision
Unlike annual satisfaction studies, a customer satisfaction barometer is often perceived as a purely operational tool. But is this really the case?
Clearly, the necessary adjustments to strategic reports require a certain amount of important information. It is also clear that major decisions within a group cannot be taken without ensuring, in advance, the statistical value of the results obtained.
However, by surveying a large number of people (customers, employees), the barometer provides both operational actions (very short-term) and further analysis which must, however, be framed and implemented in the long-term.
The technology tool employed should help distinguish between what can only be used within the context of instant analysis (replying to a dissatisfied customer, admonishing an abusive telesales assistant), from what can be used to carry out broader analyses. Different statistical tests are available to confirm the statistical reliability (margin of error) of the results obtained.