Performance Indicators And Customer Satisfaction

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

There is a clear inconsistency in the claim that Performance Indicator (PI) offers significant profit uplift potential for golf ball manufacturers and the fact that no single manufacturer is yet to adopt the technology. This memo discusses the key arguments on why this is the case.

Competition and technology changes in the telecommunications industry has resulted in declining profits for Desert Communications Incorporated (DCI). The competitive business climate in the telecommunications industry requires DCI to initiate proactive strategies to drive profits. The conventional view of the customer contact center is as a cost center for supporting customer relations (Kaiser, 2011). Learning Team B will demonstrate

This report is based on The Northern Breast Screening Unit (NBSU) and its aim is to critically evaluate the use of the GAP model approach towards measuring customer satisfaction. It will further explain the advantages and disadvantages of this tool for managers to measure service delivery at NBSU. Further, it will assess the quality of the service which is being provided by NBSU based upon the results of their recent patient satisfaction survey. Furthermore, it will compare and contrast the different perceptions of the service received by the two patient groups. It will also explore how the three staff members differ in their understanding of the patient’s priorities and perceptions. Finally, recommendations will be made to NBSU management to help improve their service quality management.

The observation companies in this paper would be Verizon Wireless and Time Warner Cable. Both of the companies are in the similar industry, both of them are telecommunication providers. I am currently a customer of Verizon Wireless and Time Warner Cable for four and three years respectively. The customer service is a critical part of any business operation that involves customer as they need to keep customer’s satisfaction to ensure that they are able to make revenue. The observation of customer service in this paper is based on the experience with dealing both of the company’s customer service over the phone, and over the social media. The customer service through the social media is popular in the past few years. The paper will discuss

Rachel W. Y. Yee Department of Logistics, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong E-mail: Rachel.wyyee@polyu.edu.hk

Call centres are integral part of any particular organization in today’s modern world as they play a crucial role in the business world and act as the primary source of contact with the customers (Abbott, 2010). The performance call centres play in organizations are increasingly importance in ensuring that the organization offers excellent services to end-users and their customers (Bruton, 2012). As the business environment changes every day, customers are becoming more demanding and sophisticated with their needs, desires, and the quality of their products and services. Thus, every organisation should aim to keep resources (both human and technical) as high as possible while maintaining the quality of services to the customers and ensuring employee satisfaction.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

A key enabler for an organisation to have direct communication with its customers is through its call centres. As many organisations make the decision to offshore its call centre operations to countries such as India and the Philippines, due to the reduced labour and operations costs (IBISWorld). It is vital for call centres domestically to operate efficiently, maximising the efforts of a highly labour intensive industry of skilled customer service agents.

Measuring customer relationship metrics is invaluable for those firms looking to create a long-term sustainable competitive advantage. Analytics and metrics that measure customer satisfaction and the extent to which their expectations are met and exceeded is the foundation of understanding what is and isn't working from a marketing standpoint (Smith, Bolton, Wagner, 1999). Analytics, key performance indicators (KPIs), metrics and the accumulated base of Business Intelligence (BI) that is generated for the use of metrics is the galvanizing force that unifies all CRM strategies in a company (Azvine, Nauck, Broszat, Lim, 2006). It is also the basis by which companies gain greater insights into how the expectations, accumulated experiences and preferences of customers vary by market segment

During this time, revenues were 4.73 billion and growth was now heading towards an international path. Enterprise continued to focus on delivering top-notch customer service, but as the the company progressed, customers rated Enterprise with less than satisfactory scores for service. CEO, Andy Taylor was stunned by the customer data, which indicated the foundation of the family company had a fault and needed immediate attention. Enterprise recognized “three factors that drive customer satisfaction are attitude and helpfulness of employees, speed of transaction, and cleanliness of cars” (Taylor, 2004, p. 17). As a result, the company began the process of developing a measurement tool for customer service satisfaction known as an Enterprise Service Quality index (ESQi). Originally, the survey was mailed to customers on a quarterly basis in each region and the response was good, but the results did not divulge any new information to Enterprise. Therefore, Enterprise adjusted the scope of the survey, gathering data from individual branches, and instituted a customer phone survey, which allowed the company to provide prompt feedback to each branch. In addition, Enterprise ranks each branch and publishes the ESQi score from highest to lowest performers using the data as an employee compensation strategy to determine promotion within the company. Furthermore, “ESQi has helped create the Enterprise way a management framework known as the

The main call centers are PCCI, Call Me, Africatel, AVS and Center Value, which offer, maintenance and appointment services. In this ecosystem, IT companies are growing, among them

Topic of my internship project is "Assessing Customer Satisfaction of GrameenPhone." I got the opportunity to do my internship at GrameenPhone Ltd. I have been working for their Customer Relations Division. As the name implies, it deals with the customers after the sales occurs. Main activities of this division includes maintaining databases of the customers, preparing the bills, distributing bills, activating new connections, helpline service, collection of bill through different banks all over the country, and the other after sales services.