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ASPonline.com
> Resources
> Customer Satisfaction |
Customer Satisfaction
REPORTS
Customer Satisfaction Benchmarking
(2007)
Current response rates for customer satisfaction surveys, as
well as best practices for follow-up actions, incentive pay,
and peer-to-peer benchmarking.
Customer Satisfaction Survey Metrics
(2001)
Response rates and other benchmarks for customer satisfaction
surveys, along with practical advice and metrics for such issues
as survey design, timing, use of premiums, and other key
methodology factors.
EXPERTS
 Indicates
complimentary Open House hours
Becky
Carroll, president, Petra Consulting Group
Paul M.
Dooley, president, Optimal Connections
Rick
Kilton, principal, RWK Enterprises
Fred
Van Bennekom, principal, Great Brook
Consulting
LIBRARY
Saying
No: How to Deliver Bad News
to a Customer (Kristin Robertson)
Be prompt and be positive.
The ASP Model Customer Satisfaction
Template
A standard survey questionnaire, suitable for multi-company
benchmarking or stand-alone transaction satisfaction
surveying.
Understanding Customer
Retention (Joe Cardosi)
How to translate customer satisfaction into dollars and
cents metrics.
Why Availability of Service
Matters (ServiceXRG)
"Availability of services is at the heart of service
excellence."
Why Aren't Users Reading the
Manual? (Tanja Rosteck)
Don't assume users are lazy or dumb, says a documentation
expert.
Touchpoints
(Jeffrey Tarter)
Customer perceptions of a company's service performance are
influenced by dozens of insignificant-seeming points of
contact.
An Engineer's Guide to Field Support Soft
Skills: Ten Tips on Effective User Interaction
(Brett Genger)
Advice on enhancing the relationship between support
professional and end user.
Little Things Make or Break Service
Success (Bob Johnson)
Attention to small details can greatly improve the relationship
with your customers.
Commentary: Is There a Payoff for
Service Quality? (Jeffrey Tarter)
Wishful thinking to the contrary, software companies that
invest heavily in high-quality support and service have
found that customers often don't seem to notice.
FORUM POSTINGS
Do survey scales affect the accuracy of
customer satisfaction scores?
"Our current customer satisfaction questionnaire asks people
to rate us on a five-point scale-5 is the best, and 1 is the
worst. A friend tells me we'd get more accurate results if
we used either a ten-point scale or school-style grading-A,
B, C, etc. Would this really make a difference?"
Bug fix promises?
A member asks: "My support team would like to give customers
a firm date when a new bug will be fixed. However, our
developers say they can't make promises and may decide that
some bugs just aren't worth fixing. How can we persuade them
to be more responsive?"
Enterprise support
"Traditionally, we've done a good job by simply answering
customer questions over the phone. But now we're serving many
more enterprise customers, and they say we should provide
better 'pro-active' services (their word). Any advice about
what services we should add-and how we should figure the ROI?"
USEFUL LINKS
[Recommendations welcome]
American Customer Satisfaction
Index,
Ann Arbor, MI 48104; 734/763-9767.
Web: www.theacsi.org.
Multi-industry research on customer satisfaction levels; other
services and publications.
Customer Relationship
Metrics,
Sterling, VA.; 877/550-0223.
Web: www.metrics.net.
Automated survey services for call centers.
Great Brook Consulting,
Bolton, MA 01740; 978/779-6312.
Web: www.greatbrook.com.
Articles, templates, workshops, lists of tools and services.
HDI Customer Satisfaction
Index.
Web: www.thinkhdi.com/resources/customersatisfaction.
New benchmarking program from the Help Desk Institute.
NBRI,
Addison, TX 75001; 800/756-6168.
Web: www.nbri.com.
Survey company with a large library of standardized questions,
useful for benchmarking.
Net Promoter,
Agoura Hills, CA 91301; 818/865-9355.
Web: www.netpromoter.com.
Official Web site for Fred Reichheld's popular customer-loyalty
metric, "the one number you need to grow."
Prognostics,
Palo Alto, CA 94304; 650/812-3900.
Web: www.prognostics.com.
Customer satisfaction measurement and competitive benchmarking.
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Public
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ASP Alert
Interested in hearing about survey projects, Web awards, new ASP
reports, and chapter events?
Join our special ASP Alert e-mail
list.
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How to Talk to Customers
Diane Berenbaum
and Tom Larkin
Click image for details.
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Customer Surveying
Dr. Frederick Van Bennekom
Click image for details.
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The Ultimate Question
Fred Reichheld
Click image for details.
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Guide to Customer Surveys
Trevor Punt
Click image for details.
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