Customer satisfaction measurement as an issue always comes when I am talking to executives and MBA students worldwide.
Customer care measurement as a problem always crops up after i am talking to MBA students and other executives worldwide. The issue especially revolves around customer care surveys. Over these decades, when talking to managers about market research the issue of pleasure measurement, customer satisfaction survey along with employee satisfaction survey are on the list of top five issues. On the other hand, I always ask the question as to is that what we should measure? Is satisfaction a real reliable indicator of (a) upcoming customer purchase intentions along with (b) loyalty among other items?
Last week I was talking to a senior executive from Credit Cards Company about one on the research study we have just conducted centering on role of satisfaction throughout financial services industry. To gather more info about customer satisfaction, you can also read this blog (which is also known as lse denne blog in indonesian language).
Instead of revealing the outcome to the executive I asked him with what was his view for the role of satisfaction associated with existing customers on generating positive word of mouth marketing which in turn may convert in higher quantity of credit card applications online along with offline. The executive suggested that satisfied customers can be highly inclined to advocate others.