insider tips: how to measure & improve customer satisfaction
TRANSCRIPT
Insight from the August 9th,2016 #ICMIchat
Topic: Measuring & ImprovingCustomer Satisfaction
Host: @JeremyHyde_
Delight is the unexpected.Satisfaction means the
customer only feels they gotwhat they paid for.
J U L I E R O D R I G U E Z | @ J U L I E M R O D R I G U E Z
Satisfaction pays the bills. It setsthe stage for reliability. Delight
should be a rare exception becauseit changes expectations.
A L H O P P E R | @ A L H O P P E R _
Flip a light switch:Lights on = expected. Not
memorable.
J E F F T O I S T E R | @ T O I S T E R
Lights on + surpriseparty = delight.
Lights not on =Frustrating.
According to ICMI research, CSAT ismost common. But 82% of customers
say ease of experience is the bestindicator.
E R I C A M A R O I S | @ E R I C A M A R O I S
Customer effort is a farbetter indicator of loyalty
than customer delight.
N A T E B R O W N | @ C U S T O M E R I S F I R S T
The WAY you measure & howyou act on data may be more
important than the actualmetric.
J E R E M Y H Y D E | @ J E R E M Y H Y D E _
Q3: What’s the best way tointerpret & use customer
satisfaction data to improve thecustomer experience?
Be sure to gather both qualitativeand quantitative data. Some
metrics are better expressed inwords than numbers.
N E X T C A L L E R | @ N E X T C A L L E R
It's more painful & humbling but look at big,unexpected gaps in CSAT between scores you
expected or had & what you've got now.
L E S L I E O ' F L A H A V A N | @ L E S L I E O
Don't ignore outliers, but don't focus toomuch time on them either. They may
represent a silent many, or they may bealone.
E V A N W A T S O N | @ E V E N W A T S O N
The survey should be simple,short, and straight-forward.
Only focus on (and occurright after) the interaction at
hand.P A T R I C K R U S S E L L | @ P A T R I C K _ S A A S
1. Make it easy.2. Don't ask questions you know the
answer to.3. Ask for opinion, not fact.
J E F F T O I S T E R | @ T O I S T E R
CSAT surveys should bebrief, timely, and fielded
in the customer’s channelof choice.
E R I C A M A R O I S | @ E R I C A M A R O I S
Choose the word that describes your
experience today.Disappointed. Satisfied.
Delighted.
N E X T C A L L E R | @ N E X T C A L L E R
How does our servicecompare to your ideal
service experience? Whatcould we do to make it
more ideal?
E R I C A M A R O I S | @ E R I C A M A R O I S
Treat your employees welland make them happy,
then invite them to be partof making customers
happy.
P A T R I C K R U S S E L L | @ P A T R I C K _ S A A S
Build a customer-centricculture by expecting &
allowing agents to makedecisions on customers'
behalf.
L E S L I E O ' F L A H A V A N | @ L E S L I E O
Share stories of goodcustomer service with the
team. Choose KPIs thatsupport the culture you
want to create.
G I S E L L E H O W A R D | @ H O W A R D _ G H O W A R D