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The Future Branch

Measure Customer & Employee Satisfaction

Survey Customers and Employees
Surveying customers and Employees is the only probable way of getting feedback unless they contact you.Most people are busy and have no time to pass redress.

Understand expectations
Understanding what is expected will provide ground to satisfy their expectations by giving them enjoyable service.

Find out where you are failing
On situations where you are not fulfilling customer requirements, it is credible to find out where you are failing.

Pinpoint specifics
Whether a customer is satisfied or not, you need to collect information to help you assess the situation.Collect information about what customers purchased, what they liked and they did not like, their actual purchase expectation and their suggestions for improvement.

Assess the competition
Have the initiative to know why customers consider other brands above yours. Through the survey, invite customers to come and compare and contrast your services and products and make judgment on what you are not offering.

Try to measure the emotional aspect
Customer experiences after buying a given product are attributed to quality.Feedback from customers in relation to quality, reliability and extent satisfaction should be matched.Comments customers make are a measure of their satisfaction.Customers showing dissatisfaction prompts change of strategy.

Loyalty measurement
Customer experiences after buying a given product are attributed to quality.Feedback from customers in relation to quality, reliability and extent satisfaction should be matched.Comments customers make are a measure of their satisfaction.Customers showing dissatisfaction prompts change of strategy.

Customer Service Evaluator and Customer Feedback
Customer Service Evaluator measures satisfaction at the point of service. As the evaluation is done immediately upon receipt of service, the response if fairly accurate and representative of how the customer feels about the delivery. Customer Feedback is more involving and can happen while waiting for service or after service has been delivered. Responses give an indication of acceptance by the market, value perception and adequacy. It should be used for product or service improvements.