Customer Surveys | Employee Surveys | Satisfaction Surveys
The management of a major retail bank, XYZ Bank, was concerned about statistics that suggested a gradual weakening of customers' relationships with the bank. Over a six-month period, the percentage of customers who maintained 100% of the total value of their deposits with the bank decreased … [Read more...]
What makes a successful customer-based initiative tick? Over the last two decades, our consultants have spent countless hours helping companies in a wide range of industries in their efforts to implement customer-based strategies. One of the most frequent questions we hear is: "What do successful … [Read more...]
When surveying, it is important to remember that you are measuring customers' perceptions and not necessarily reality. Customer perceptions are more important than reality. Whether you are considering conducting your first customer survey or you have been conducting them for years, there are many … [Read more...]
Subjective Measures of Success Are Just as Important as Objective Measures. In both profit and non-profit debt counseling agencies, the mission is to decrease the consumer's debt and improve their financial well-being. How do you know if this mission is being accomplished? The answer appears to … [Read more...]
It takes continuous effort to maintain high customer satisfaction levels. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight … [Read more...]
