|
|
|
ASPonline.com >
Reports >
Customer Satisfaction Survey Metrics
|
|
Customer Satisfaction Survey Metrics
Publication date: 10/01
|
Executive summary
Customer satisfaction scores are one of the truest measures of a
support organization's performance, yet there has been remarkably little
data about how to improve response rates and generate more meaningful
feedback. Drawing on survey data from 193 support organizations, this
report provides response rate benchmarks for satisfaction surveys sent
by e-mail, phone, and postal mail. In addition, the survey identifies
satisfaction factors that tend to change most rapidly, and thus should
be tracked more closely than less-volatile indicators.
The report also provides practical advice and metrics for such issues
as survey design, timing, use of premiums, and other key methodology
factors.
Benchmarks are provided by organization size (1-9 employees, 10-29
employees, 30+ employees) and by product price (under $1,000; $1,000-$9,995;
$10,000+).
Copies of the survey are free to ASP members in the
members-only area.
Join the ASP | ASP membership info
|
|
|
