In our last post we highlighted the importance of understanding how your business is performing, which areas have the greatest impact on overall satisfaction, and which of these areas you should focus your efforts on. This technique can equally be…
In our last blog on measuring the key drivers of client, stakeholder and employee satisfaction we looked at assigning a relative importance value to the key drivers of customer satisfaction. Prioritising the key drivers of customer satisfaction We also talked…
No matter whether you are in the business of measuring client, stakeholder or employee satisfaction, the key thing is to be sure that you’re measuring customer experience effectively. Measuring customer experience This might sound obvious, but it is all too…