Comments on: (How) do you measure customer satisfaction? http://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/ Thu, 09 Feb 2012 09:13:04 +0000 hourly 1 http://wordpress.org/?v=3.1.2 By: Allisonhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3632 Allison Sat, 07 Nov 2009 15:42:11 +0000 http://onproductmanagement.net/?p=2592#comment-3632 Hi. Did you ever write your article as I would be interested in your thoguhts. Allison Hi. Did you ever write your article as I would be interested in your thoguhts. Allison

]]> By: Jonathanhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3631 Jonathan Sat, 22 Aug 2009 00:46:00 +0000 http://onproductmanagement.net/?p=2592#comment-3631 Whenever anyone asks me how to measure customer satisfaction, I usually ask them why they want satisfied customers. Repeat purchases, recommendations, and upselling are the most three frequent answers but each require a different measurement system. http://alignment.wordpress.com/2006/12/11/measuring-customer-satisfaction/Furthermore, satisfied customers are not necessarily loyal customers or profitable customers. http://alignment.wordpress.com/2007/10/06/satisfaction-vs-loyalty/ Whenever anyone asks me how to measure customer satisfaction, I usually ask them why they want satisfied customers. Repeat purchases, recommendations, and upselling are the most three frequent answers but each require a different measurement system.
http://alignment.wordpress.com/2006/12/11/measuring-customer-satisfaction/

Furthermore, satisfied customers are not necessarily loyal customers or profitable customers.
http://alignment.wordpress.com/2007/10/06/satisfaction-vs-loyalty/

]]> By: Passionate PMhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3630 Passionate PM Thu, 16 Jul 2009 08:10:24 +0000 http://onproductmanagement.net/?p=2592#comment-3630 Including my email for notifications on follow-up comments via email. Including my email for notifications on follow-up comments via email.

]]> By: gopalshenoyhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3629 gopalshenoy Wed, 15 Jul 2009 09:57:20 +0000 http://onproductmanagement.net/?p=2592#comment-3629 I agree with April on NPS. Will the customer puts his name/reputation on the line by recommending your product to another friend or colleague?This also captures referencability and is applicable to any product. A dissatisfied customer will not. I agree with April on NPS. Will the customer puts his name/reputation on the line by recommending your product to another friend or colleague?

This also captures referencability and is applicable to any product. A dissatisfied customer will not.

]]> By: Alhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3624 Al Sat, 04 Jul 2009 18:36:45 +0000 http://onproductmanagement.net/?p=2592#comment-3624 Engagement is another helpful metric. NPS and similar scores focus on transactions, but there is typically something deeper, something connected to one's values, that keep customers coming back, despite a bad experience now and then.my company at http://allegiance.com, collects the transactional NPS and such, but also helps track engagement of your customers and your employees. Engagement is another helpful metric. NPS and similar scores focus on transactions, but there is typically something deeper, something connected to one’s values, that keep customers coming back, despite a bad experience now and then.

my company at http://allegiance.com, collects the transactional NPS and such, but also helps track engagement of your customers and your employees.

]]> By: Alanhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3618 Alan Mon, 29 Jun 2009 21:16:48 +0000 http://onproductmanagement.net/?p=2592#comment-3618 Thanks PPM. Thanks PPM.

]]> By: Alanhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3617 Alan Mon, 29 Jun 2009 21:16:25 +0000 http://onproductmanagement.net/?p=2592#comment-3617 Nice one. So many times customers are hostages, aren't they? Sad state of affairs. Nice one. So many times customers are hostages, aren’t they? Sad state of affairs.

]]> By: Alanhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3620 Alan Mon, 29 Jun 2009 21:14:43 +0000 http://onproductmanagement.net/?p=2592#comment-3620 Great comments. Thanks April. Great comments. Thanks April.

]]> By: Alanhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3619 Alan Mon, 29 Jun 2009 21:13:16 +0000 http://onproductmanagement.net/?p=2592#comment-3619 Thanks for your response. There's an interesting question about whether we should measure *user* satisfaction or *buyer* satisfaction. "Areas of the product" or "how users interact" relate more to users than buyers. In enterprise software, the users are rarely the buyers ... so, as always, it will be important to know why you are measuring before figuring out what to measure. :) Thanks for your response. There’s an interesting question about whether we should measure *user* satisfaction or *buyer* satisfaction. “Areas of the product” or “how users interact” relate more to users than buyers. In enterprise software, the users are rarely the buyers … so, as always, it will be important to know why you are measuring before figuring out what to measure. :)

]]> By: Alanhttp://onproductmanagement.net/2009/06/26/how-do-you-measure-customer-satisfaction/comment-page-1/#comment-3623 Alan Mon, 29 Jun 2009 21:10:42 +0000 http://onproductmanagement.net/?p=2592#comment-3623 Thanks Jim. Some good specific measures there. Thanks Jim. Some good specific measures there.

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