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Customer Satisfaction Parameter dimension
Customer Satisfaction is measured across various parameters. There
are parameters and sub parameters (some enumerated below). Each
of these parameters/Sub-parameters can be assigned a satisfaction
score through various methods of customer survey, focus group survey,
mystry shop etc.
Overall Satisfaction
This covers the overall sense of satisfaction, and in its own should
be taken as a separate parameter instead of aggregation of the other
parameter, as many a times it is found the the two don’t match.
Sales Experience
- Level of product Knowledge with Sales staff
- Timeliness and quality of response to customer queries on product.
- Level of understanding of customer’s needs and unique
perspective.
- Availability and quality of brochures, sales material.
- Presentation, communication and mannerism of sales person.
- Project of honesty and trustworthiness.
Product Delivery Experience
- Timeliness of product delivery
- Sharing of status while work-in-progress
- Quality and sophistication of delivery/product pack
- Behavior and mannerism of delivery staff.
- Level of congruence between what was sold and what was delivered.
Product Experience
- Level of product quality vis-à-vis expectation.
- Level of need fulfillment vis-à-vis expected
Product Servicing
- Timeliness of product servicing
- Quality of product servicing
- Cost of product servicing
- Mannerism and conduct of servicing staff
Relationship experience
- Frequency and quality of contact
- Knowledge of company products and customer opportunities
- Conduct and Communication of relationship person.
Complaint resolution / Grievance Handling
- Timeliness of complaint resolution
- Quality of complaint resolution
- Level of iterations till the complaint was resolved.
- Empathy of the customer servicing staff
- Knowledge of customer servicing staff
Collection Experience
- Communication quality and information for collection
- Conduct and communication of collection staff
- Channel and Ease of giving payments.
Date of Customer Satisfaction Survey response
This dimension is used to understand the time-trend of customer
satisfaction score. A customer sensitive company may conduct quarterly
customer satisfaction suvrey and study the movement of the scores
over time.
Customer Satisfaction score band
This dimension is used to segment customers as per the level of
satisfaction they have. For example if I want to find how many customers
had more than 80% satisfaction score for sales experience in north
american region, I will need to refer to 3 dimensionsà”Channel
(region)”, “Customer Satisfaction Parameter” and
“Customer satisfaction Score Band”. Example of customer
satisfaction score band will be à<1/1 to <2/2 to <3/3
to <4/4 to <5/5
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