Facebook Pixel Code
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Measuring Customer Satisfaction Essay Example

Show related essays

Measuring Customer Satisfaction

This is a preview of the 4-page document
Read full text

To start with, transactional surveys have been widely used to gather information about customer satisfaction. This kind of approach is simple because it provides immediate feedback shortly after customer encounter (California Employers Association, n. Data collected through transactional survey may be regarded as qualitative because the kinds of responses obtained mainly include impressions of customers to general services and products relating to a particular business. Transactional surveys have advantages that can help businesses to measure customer service more effective. To start with, data from transactional surveys is obtained immediately after customer experience hence enabling the businesses to get actual responses as opposed to getting responses that taint impartial ‘picture’ of the business. For instance, customers can be asked to rate call center services immediately they have been served.However, some practices have to be exercised if businesses have to attain good results from transactional surveys. To begin with, transactional surveys can be effective if the number of questions included are few and require short answers. This is logical because many questions may demoralize the customers because of consuming significant amount of their time. In addition, questions that involve a lot of writing can cause customers to think a lot on how to answer the questions and instead of answering, they may opt to ignore the questions. Secondly, transactional surveys are effective when customers are informed of the estimated time that can be used to complete answering the questions. In most cases, the time consumed to answer the questions is usually short in order to point out to customers that only a small fraction of their precious time is consumed in answering the questions. This is arguably true because customers need their demands to be solved quickly and consuming much of their time can portray a negative image to them.Another method used in measurement of customer satisfaction is by conducting relationship surveys. Relationship surveys are types of surveys conducted to regular customers in a particular type of business (California Employers Association, n. This kind of survey is usually performed to customers with continued relationship with the business. According to the Business Research Lab, relationship surveys are performed when a business has customer contacts, a business serves the customers frequently

This is a preview of the 4-page document
Open full text
Close ✕
Tracy Smith Editor&Proofreader
Expert in: Management, E-Commerce, Human Resources
Hire an Editor
Matt Hamilton Writer
Expert in: Management, Marketing, Finance & Accounting
Hire a Writer
preview essay on Measuring Customer Satisfaction
WE CAN HELP TO FIND AN ESSAYDidn't find an essay?

Please type your essay title, choose your document type, enter your email and we send you essay samples

Contact Us