Sunday December 18, 2011
Satisfaction barometer: operational approach and strategic vision
Unlike annual satisfaction surveys, the satisfaction barometer is often perceived as a purely operational tool.
But what is it really?
Of course, the adjustments needed for strategic reports require a large amount of data. It is also clear that major decisions within a group cannot be taken without first ensuring the statistical value of the results provided.
But by surveying a large number of people (customers, employees), the barometer enables both operational actions (in the very short term) and more in-depth analyses, which must however be supervised (and implemented over the long term).
The technological tool used must make it possible to distinguish between what can only be used in the context of instant analyses (responding to a dissatisfied customer, correcting an abusive telephone advisor, etc.) and what can be used to carry out broader analyses. Various statistical tests are available to validate the statistical reliability (margin of error) of the results provided.
