Louis Columbus: Tips on Measuring, Using Customer Satisfaction

BarbaraAnalyst relations, Measurement

Many analyst relations departments survey their internal users and their analysts in the spirit of measuring satisfaction with AR programs, tools and processes. All too often, the results are too positive or too negative. In other words, the results are stilted to serve near-term budgeting, review or political agendas. This week’s CRMBuyer.com column by Louis Columbus, “Measuring Customer Satisfaction Like You Mean It”, provides a helpful reminder of top do’s and don’ts when designing a customer satisfaction measurement project, from constructing the sample to using results beyond a stand-up presentation.

Mr. Columbus is an expert on CRM and the author of “Getting Results from Your Analyst Relations Stratgies”, available on Amazon.

Reprinted from Tekrati