Expert en feedback management - Spécialiste dans la mise en place de baromètre de satisfaction et d'enquête de satisfaction
Expert en feedback management - Spécialiste dans la mise en place de baromètre et d’enquête de satisfaction
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LE BLOG BY SATISFACTORY

19 December 2011
Analyses

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.

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ABOUT THE AUTHOR

Fabien HOURI
Operations, Associate

Do you need more information ? Contact the author : feedback@satisfactory.co.uk


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