The Customer Satisfaction Index: Measure and Act

SatisFactory uses a methodology developped by the Bain & Co, a worldwide Consulting company headquarted in the USA. The methodology consists in putting in place a customer satisfaction index that will allow companies, whatever their size or industry, to focus on and continuously grow their customer satisfaction.

The methodology is based on the 4 following items :

• Setup of a unique index to measure the customer satisfaction, companywide
• Gathering of the objective opinion of your customers
• Making all your employees actor of the customer satisfaction
• A specialized technical solution: Sharing-Data Entreprise

The calculation and tracking of the Customer Satisfaction Index allows:

• To measure one single index that defines the satisfaction and the behavior of your customers

• To measure the ROI for your customer service spends:
  - Measure the impact of your actions over time
  - Cost of your action plan
  - Calculation of the financial impact when your promoters increase by X %

• To adopt simple indexes to:
  - Evaluate your employees and teams through an clear objective
  - Make all the actors of the customer satisfaction responsible of their actions

> The Customer Satisfaction Index is an indicator of performance and growth.