Recent trend shows a steep decline in customer satisfaction across the globe. Particularly America is in decline.
The American Customer Satisfaction Index (ACSI) measure overall customer satisfaction in the U.S. The score is from 1 to 100 and it benchmarks industry level for customer satisfaction. Latest measurements show customer satisfaction has been dropping consistently for the past seven quarters.
The report shows that customer satisfaction drops across all measured industries in the manufacturing and nondurable goods sector. Though overall inflation is low, food and beverage prices have increased and this is contributing to lower customer satisfaction with non-durable products. Nearly all companies score lower now compared to a year ago.
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The two sides to business feedback (Part 1)
Setting a good approach for your survey is an important step to getting the good results that you want! Today’s article will focus on which survey strategy to use to collect data. Namely push and pull. These two approaches are similar to marketing efforts. Continue reading →
Enjoy higher customer loyalty and recommendation
Tabsurvey has over a three month period collaborated with Hotel Manager, Mattias Thorsteinsson at Cabinn City Hotel by providing software and help for his research. In order to enhance the quality of the customer experience the research objective was clear: The objective was to research the correlation between employee satisfaction and value of services provided (customer loyalty and satisfaction).
The backbone of the hypothesis was grounded in the Service-profit chain framework developed by researchers at Harvard university (Heskett, Jones, Loveman, Sasser & Schlesinger).
Poor customer service and the misalignment between companies’ perceived and customers’ experienced service level
New data from the survey company Megafon and report by the Danish consultancy company Meng & Company found disconcerting trend in the service industry in the Danish market. The report highlighted that a lot of customers are experiencing poor customer service. Specifically they found that only 8 percent of Danish customers rate service levels at a ‘very good’ score. This is critical since in the classical NPS system, only the top score creates loyal returning promoters. Continue reading →