Martec News - Customer Satisfaction

Martec Europe

Customer Satisfaction; How Do You Score?

August 2010

0845 375 2424

Customer Satisfaction; How Would You Score?

"Do what you do so well that they will want to see it again and bring their friends." Walt Disney

Customer Satisfaction - Walt Disney

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These Days, Client Satisfaction and doing your job right is important for everyone, would you agree?

Teams of clever people work out the wording of CSI questionnaires. They work tirelessly to make the language sufficiently passive so the questions do not steer the results. When they are not successful in this aim, they can pollute the outcomes and the analysis, so it is clearly important they get it right. Moreover, the vocabulary they use must be sufficiently common place so that it doesn't need explaining. So completely satisfied and somewhat satisfied can be put in order without further clarification. That all makes sense then?

However in their quest to make it right, Measurement Gurus can choose words that just do not fit our customers. Take "Completely Satisfied" as an example, if you were asked after a meal at a great restaurant if you were "Completely Satisfied", would that mean you were full or happy? If you were asked in a clothes shop if the service was excellent, how would that be different from if it were only good? You take the point.

When there is confusion in the questions, Martec clients often look for ways of translating the code for their customers. They call upon our Easy Language Skills to help their customer facing teams unpack the hidden meaning in the questions for their customers, and so access more accurate scores and secure all that good scores entail.

Naturally we do not direct customers to answer just in our favour, we want their general views, it just seems such a shame to miss out because the words do not fit...

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We hope you enjoyed this newsletter, and if you have any feedback email us at training@martec.co.uk or call us on 0845 375 2424

The Martec Team

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