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Linking Customer Satisfaction Measurement to Financial Performance

One of the main benefits of Customer Satisfaction research is provided through the capability to observe trends on indicators that are directly tied to financial performance.  Companies can use ongoing measurement as an early warning system to monitor and detect drops in performance and to determine how to take corrective action.  When performance is stable…

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Components of a Reliable Customer Satisfaction Program

One of the primary indicators of successful business performance is Customer Satisfaction Measurement.  Companies benefit from listening to their customers and taking notice of what they say about their strengths and weaknesses.  It is not enough to just hear what customers are saying.  Companies need to be able to understand the composition of their customer…