Customer
satisfaction
Ten of the 13 companies actually monitored customer
satisfaction levels. Of these, only four saw a correlation between job
satisfaction, morale and customer satisfaction ratings. Of those that did
monitor customer satisfaction, the levels were mainly improving, apart from in
the finance industry where levels were mainly dropping slowly or flat. There was
a correlation (as expected) between customer satisfaction levels and growth of
the customer base. This was interesting for
one process company, where because of improved portfolio realignment and CRM
practices, the customer satisfaction ratings had improved but the number of
customers had been reduced. Three out of four finance companies tracked customer
satisfaction over the Web (these were all large banks); only one process company
(a large multinational) and two of the six technology companies also did
this.
Sections
Syndication
