The measurement method you choose can make makes a difference to the results obtained. Your motivation for measuring customer satisfaction will drive both your methodology for collecting the data, and what you do with it.

Client satisfaction data can be collected for:

• Accountability

• To use to influence or justify

• Continuous improvement

Be clear about why you are collecting satisfaction data; to deliver a good report card (a primary motivation of units in a large corporation or public sector entity, or for businesses which are required to meet certain standards), or to diagnose and manage continuous improvement.

For a good report card, measure general satisfaction using a once-a-year survey. Every business wants a good report card, but that will not help you improve your performance. To obtain useful data you need to measure client satisfaction with specific attributes of your service at the time of the transaction.

Some tips:

• As a psychological construct satisfaction is peculiar - results are always negatively skewed. The good news is that more people report being satisfied than dissatisfied. The bad news is that if you’re getting less than a 95-98% satisfaction rate, you need to investigate, identify and fix the problem. And there’s always the possibility that high satisfaction may indicate low expectation. Are your customers satisfied more because your competition delivers poor service and thus anyone who provides pretty ordinary service will get good customer satisfaction feedback?

• The method you use for collecting satisfaction data can influence the results

• Oral administration of satisfaction questions “improves” satisfaction by as much as 12% compared with written questionnaires – wonderful if you’re looking for a good report, but something to watch out for if you’re looking for information about in what areas you need to lift your game

• Cli
  A Peek at Nursing as a Career
  We need more people to choose nursing as a career. There is a national shortage, so the career choice would guarantee future employment fresh out of school.Just last week, as I was taking care of a patient of mine, a doctor asked, "Kim, how did you decide to become a nurse?" That question caused me to reflect over nearly 25 years, and it still causes me to wonder sometimes. You see, I was not on
  stomer satisfaction will drive both your methodology for collecting the data, and what you do with it.

  Client satisfaction data can be collected for:

  • Accountability

  • To use to influence or justify

  • Continuous improvement

  Be clear about why you are collecting satisfaction data; to deliver a good report card (a primary motivation of units in a large corporation or public sector entity, or for businesses which are required to meet certain standards), or to diagnose and manage continuous improvement.

  For a good report card, measure general satisfaction using a once-a-year survey. Every business wants a good report card, but that will not help you improve your performance. To obtain useful data you need to measure client satisfaction with specific attributes of your service at the time of the transaction.

  Some tips:

  • As a psychological construct satisfaction is peculiar - results are always negatively skewed. The good news is that more people report being satisfied than dissatisfied. The bad news is that if you’re getting less than a 95-98% satisfaction rate, you need to investigate, identify and fix the problem. And there’s always the possibility that high satisfaction may indicate low expectation. Are your customers satisfied more because your competition delivers poor service and thus anyone who provides pretty ordinary service will get good customer satisfaction feedback?

  • The method you use for collecting satisfaction data can influence the results

  • Oral administration of satisfaction questions “improves” satisfaction by as much as 12% compared with written questionnaires – wonderful if you’re looking for a good report, but something to watch out for if you’re looking for information about in what areas you need to lift your game

  • Cl
    Are Your Supply Chain Management Employees Thinking Domestic or Global?
    Global supply chain management has emerged as a major topic in the age of globalization and now it is sitting at the heart of the whole system. But you might be asking yourself, so what exactly is supply chain management and how can it affect my company?Let’s understand what it is first.From the production house the product starts it journey and travels through to the supplier, distributo
    quired to meet certain standards), or to diagnose and manage continuous improvement.

    For a good report card, measure general satisfaction using a once-a-year survey. Every business wants a good report card, but that will not help you improve your performance. To obtain useful data you need to measure client satisfaction with specific attributes of your service at the time of the transaction.

    Some tips:

    • As a psychological construct satisfaction is peculiar - results are always negatively skewed. The good news is that more people report being satisfied than dissatisfied. The bad news is that if you’re getting less than a 95-98% satisfaction rate, you need to investigate, identify and fix the problem. And there’s always the possibility that high satisfaction may indicate low expectation. Are your customers satisfied more because your competition delivers poor service and thus anyone who provides pretty ordinary service will get good customer satisfaction feedback?

    • The method you use for collecting satisfaction data can influence the results

    • Oral administration of satisfaction questions “improves” satisfaction by as much as 12% compared with written questionnaires – wonderful if you’re looking for a good report, but something to watch out for if you’re looking for information about in what areas you need to lift your game

    • Cl
      Negotiating Salary And Other Aspects of The Job Offer
      Negotiating salary can be one of the more difficult aspects of your job search and during your career as a whole.Solid salary negotiation skills benefit you long term and not only when you are negotiating salary.Myth: Employers don’t like potential staff who negotiate salary and try to get more money than what the employer initially offers.Reality: Negotiating salary (and other aspe
      faction is peculiar - results are always negatively skewed. The good news is that more people report being satisfied than dissatisfied. The bad news is that if you’re getting less than a 95-98% satisfaction rate, you need to investigate, identify and fix the problem. And there’s always the possibility that high satisfaction may indicate low expectation. Are your customers satisfied more because your competition delivers poor service and thus anyone who provides pretty ordinary service will get good customer satisfaction feedback?

    • The method you use for collecting satisfaction data can influence the results

    • Oral administration of satisfaction questions “improves” satisfaction by as much as 12% compared with written questionnaires – wonderful if you’re looking for a good report, but something to watch out for if you’re looking for information about in what areas you need to lift your game

    • Cl
      Medical Transcriptionist - Are They Really In Demand?
      The answer is an absolute "yes." But why is there a demand for medical transcriptionists? The answer to that question lies in social trends and the needs of those tending our aging population.There's no doubt that most people around the world are living longer, healthier lives. That's due in part to lifestyle changes. People simply realize the benefits of eating right, getting proper exercise and
      pretty ordinary service will get good customer satisfaction feedback?

    • The method you use for collecting satisfaction data can influence the results

    • Oral administration of satisfaction questions “improves” satisfaction by as much as 12% compared with written questionnaires – wonderful if you’re looking for a good report, but something to watch out for if you’re looking for information about in what areas you need to lift your game

    • Clients report higher levels of satisfaction if you frame the question positively than if you frame the same question negatively

    • Measurement at the time a service is delivered more accurately, reflects level of satisfaction and avoids the halo effect of one particularly good or spectacularly bad experience

    • Interviews deliver more complete and revealing answers but are expensive and dependent on interviewer skill and impartiality

    • Focus groups may not accurately represent the entire customer group

    Finally, never forget that emphasis on satisfaction of current customer demands can inhibit the development of innovations that can meet the future, or current, but unstated, demands of those same customers. That’s why you need to keep talking to them.

    Try the one question survey: pick a question for a period of time and include it in every conversation you have with a client.