Measure for Measure: How Satisfied are your Customers?

Twenty years of customer satisfaction surveys has taught us a lot on how to take input from consumers. It can be distilled into a just a few lines: 

• Keep it short.
• Measurement all transactions, not some
• Measure every month, not once a year
• Customers are your BEST management consultants – but they do expect you to act on the advice they are giving you...
• ...And they like to be informed about the actions you take. 

In the last few years, we found the most useful work on the subject has been "The Ultimate Question" by Fred Reichheld. His work on finding a single metric to describe customer satisfaction by separating out "detractors" and "promoters" neatly fitted our philosophy.

But finding a suitable measuring system for direct sales proved difficult. Although there are many customer survey systems on offer, none really fit the bill of helping find an objective score AND helping to deal with the free-form customer comments that we found proved essential in helping prioritise process changes.

So we started to develop our own solution: The Directness Net Recommender Scoring Solution, especially for direct selling operations.  We call it "CustomerGauge", and in October 2007 we launched it as a stand alone product.

 Please contact us if you would like to have a demo of the system.

Features:

• Automatic surveying of all customers in seven European languages
• Compatibility with Net Promoter® Score
• Comprehensive Management Dashboards
• Unique "magic customer grid" showing satisfaction by spend
• Process flow for dealing with customer comments
  
• Assistance for personal replies to customer comments 

Keep your promises to customers

For all our actions, getting back to customers is our most important priority. Here is an example from a customer who we responded to after a recent survey:

For more details on CustomerGauge and our Net Promoter Score experience please contact us.

® NET PROMOTER is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld .