How does a metrics tool work when measuring customer satisfaction?
Most marketing experts will tell you that buying products/services and expecting certain levels of customer services are both personal and subjective experiences. That’s because the customer service experience is mostly an emotional one. Customers expect to receive the services promised and they expect quality from the products they purchase. In addition, they have personal needs that must be satisfied. Therefore, developing measurable criteria pose an interesting challenge for any business. Usually customers will tell you exactly what (services or products) they want, if you ask the right questions. They will also let you know exactly what they’re not getting. And then it’s simply a matter of coming up with the ways and means to provide what they do want. In some cases, customers’ personal needs must be extracted, but that cannot stop us from determining the criteria. And often the customers are the source of input for those criteria. First, ask yourself, “What do I really need to kno
