Posted: 9th August 2010

Customer Satisfaction Scores – more than a metric?

There have been several blog postings recently which discuss the importance of treating customer satisfaction scores as more than a simple metric such as 5 Customer Experience Management Myths and Should Customer Feedback Scores Drive compensation? Two different topics but both are underpinned by the important discussion of how to use scores effectively.

One of our food & beverage clients, since implementing its own customer feedback programme, has seen significant growth in its customer satisfaction score, market share and competitive profile – all having a positive effect on ROI. In the past three years since starting its programme this particular organisation has seen customer satisfaction scores grow rapidly, leaping from an initially low score of 8% in 2008 to 36% in 2010. As a result this organisation has seen a direct correlation between sales results, operational excellence and its customer satisfaction score.

This example also confirms the theory that measuring the success of a customer satisfaction programme is about so much more than just keeping scores – it’s what you do to react to issues that really drives customer loyalty. Our customer saw its most visible improvement when it implemented a closed loop environment, which enabled employees to take instant action on low scores/complaints to resolve customer queries in a timely and effective manner, leaving the customer satisfied with the way their interaction had been dealt with

Leave a Reply

Your email address will not be published. Required fields are marked *

Want to see more?

Start transforming the Customer Experience today with your very own powerful data visualisation tool.

Preferred Demo date
Demo Time

*We collect your data to communicate with you about our products and services. We will never sell or share your information with a 3rd party. You can opt-out of receiving further communications at any time. For more information please see our Privacy Policy.

+44 (0)131 564 1571

Maru/Syngro Limited
93 George Street


Opening Hours: Mon-Friday 9am-5pm