Tag Archives: Customer Satisfaction

The Commoditization of Satisfaction – Part 1

Posted on 17. Jun, 2012 by .


I’m pleased that I and my consulting firm, Marketing Metrics participated in the very early development of customer satisfaction measurement.  I’m also pleased that my three books on the topic (Aftermarketing -1992 & 1995, Improving Your Measurement of Customer Satisfaction – 2001, and Customer Satisfaction Measurement Simplified – 2002) stayed relevant and in print for [...]

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Using Industry Norms to Interpret Satisfaction Survey Results

Posted on 06. Jun, 2010 by .


  Why is the satisfaction measurement community and our Clients always looking to benchmarks as a means of  interpreting customer feedback?  It’s so often the case that upon receiving customer satisfaction scores, a corporate executive will ask, “Well, how do these scores compare with the scores our competitors are receiving?”  This question seems to preempt [...]

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