Most contact centers today have some mechanism for measuring feedback from their users, yet less than 25% of enterprises have institutionalized a successful customer satisfaction measurement and management system that works
Online PR News – 13-July-2010 – – McLean, VA., July 13, 2010: Most contact centers today have some mechanism for measuring feedback from their users, yet less than 25% of enterprises have institutionalized a successful customer satisfaction measurement and management system that works.
At last month’s ICMI / ACCE Conference & Expo, June 14-17, 2010 at the Sheraton New Orleans Hotel in New Orleans, LA, MetricNet released its latest findings and tools in Customer Satisfaction Research.
MetricNet’s powerful and comprehensive new tool helps you to define and prioritize customer requirements, monitor your performance over time, obtain suggestions for product or service improvement, gauge customer interest, and prioritize your strategic planning.
Designed by a team of expert statisticians, these surveys include 35-50 business performance and quality measures, and can easily be implemented by mail, e-mail, phone or web. MetricNet’s CSat Program is also based on empirical case study data from more than 500 Customer Satisfaction Assessments that illustrate the world-class approach to interpreting your customer satisfaction survey results and HOW to take action on this data to improve your contact center performance.
Participants in MetricNet’s Customer Satisfaction Continuous Improvement Program will learn:
• Why their contact center may be very responsive, supportive, and efficient and still have a negative perception among their customer community
• What impact an effective CSAT program can have on the relationship between their contact center and their customers
• How to ignore the squeaky wheel and apply the grease where it is most needed
• How to use their customer feedback to promote their own agenda and get things done
• How to retain their customers and/or attain their attention in competitive times
• Best practices in interpreting open-ended responses and systematic ways to using the voice of the customer to shortcut their way to world-class
“The key to successfully increasing your customer’s satisfaction is to implement an effective survey tool that not only captures your customer’s perceptions of your service, but also pinpoints their most critical requirements. MetricNet’s surveys properly gauge user expectations, measure progress over time, and communicate the information your company needs to take action.” says Eric Zbikowski, Managing Partner at MetricNet.
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MetricNet is the global leader in Service Desk, Desktop Support, Call Center and Customer Satisfaction benchmarking. With more than 1,400 benchmarks completed, worldwide, MetricNet has the most comprehensive database of process and performance metrics in the industry. MetricNet benchmarks encompass virtually every industry and government sector, and address all major business areas including IT, customer service, technical support, human resources, finance, and sales.
MetricNet’s mission is to provide their clients with the benchmarks they need to run their businesses more effectively. MetricNet is committed to making the benchmarking process quick and easy for its customers. They have pioneered a number of innovative techniques to ensure that their clients receive fast, accurate benchmarks, with a minimum of time and effort.
To get more information about MetricNet, go to www.metricnet.com or contact Eric Zbikowski at 202-758-0128; email@example.com.