Managers understand that customer satisfaction leads to customer loyalty, and loyal customers drive growth, sales, and profitability. However, measuring customer satisfaction can be a difficult task to accomplish. There are many different tools and practices used by businesses that try to correlate customer satisfaction scores with company growth and financial success. There are always the customers who complete the survey, so feedback can be skewed by the same customers always completing the survey with good or poor ratings. Results are valuable to review and consider but remember that results are directionally based on who is responding; results are not absolute.
1. Review the following: Net Promoter Score (NPS)- A Brief Introduction
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2. Customer satisfaction is key to business. There are many kinds of tools available to measure this metric. For instance, does your business conduct surveys to receive customer feedback? Consider the NPS information and your experiences to discuss the following:
-Identify and detail how your business measures customer satisfaction and communicates results to its employees.
-What does your business do as best practices to ensure customer satisfaction?
-What is the best practice for addressing customer complaints? Provide examples that feature different types of products and situations.
*I work for Walmart*
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