How does BearCom measure customer satisfaction?
BearCom utilizes several means of measurement to calculate customer satisfaction, but the most effective is the BearCom Customer Index, or BCI. Within six to eight weeks after a shipment, a BearCom customer service representative calls the customer and asks him/her the following question. “On a scale of one to ten, how likely would you be to recommend BearCom to a close business or personnel associate?” The score is noted, and any accolades or issues (detractors) are noted and shared with the appropriate team members. Follow-up actions are taken based on the customer’s inputs.
