What makes measuring customer and employee satisfaction is so costly?
If you’ve ever tried to put in practice a working measurement system, you know that even though it may sound simple, the truth is that it requires a lot of hard work and a considerable investment. To be successful and collect meaningful data, you need to implement a correct methodology and assure good participation levels.
To be brief, you must “ask a large number of customers the right questions and then pay careful attention to their responses.” It’s surprising how one short sentence can be so tough to put into practice in the real world. To be honest, not many companies have been able to put into place a truly effective system.
There are two major causes behind all of the difficulties:
1. It requires a lot of dedication and hard work to implement the process.
2. To be useful you need to get a substantial number of participants.
The following seven steps are essential for any customer or employee satisfaction measurement process:
1. Design a great survey questionnaire.
2. Implement the actual survey instrument (a printed survey, a webpage)
3. Distribute the survey.
4. Get clients to fill out the survey (perhaps the hardest part).
5. Recover the competed surveys.
6. Tabulate the responses in a useable format.
7. Analyze the results.
Traditionally only big corporations or expensive marketing consultants have been able to successfully implement ongoing satisfaction measurement systems. Smaller companies have either had to hire outside experts to do periodical (usually once or twice a year) studies or simply haven’t done much measuring.
Fortunately, a new exciting measurement system is now available. Called Gustometria, this powerful management system allows you to integrate customer and employee satisfaction measurement into your daily business processes.
Basically, the Gustometria system has eliminated the costly “plumbing” included in steps 2 to 7 in the outlined process. This way you can concentrate on evaluating the details of what’s happening in your company and how your customers’ needs are changing. All of this in realtime day in day out.
I am convinced that tracking customer and employee satisfaction, on a daily basis, is a true survival tactic in today’s market. If you agree, you must implement Gustometria this week.
Don’t hesitate to pick up the phone and call Gustometria toll free at 1-877-448-7865.
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