The ‘Service barometer’ gives you an overview of customer focus across the entire organisation. Areas for improvement and specific suggestions from customers can be found in the online dashboard. This quickly reveals how customers experience products and processes.
Companies are increasingly aware of the importance of customer satisfaction and invest heavily in it. They do not always recoup that investment. Are they investing in the right things? Strangely enough, often not. In most cases, they can make a significant difference by providing customers with better service, preferably involving the entire organisation.
When customers seeking service are transferred or referred to another department, they have to tell their whole story again. This quickly causes irritation (and extra work for the organisation). It leaves them feeling ‘passed from pillar to post’. Not a pleasant experience. Customers want to be helped properly (regardless of the channel), but many organisations are not yet adequately equipped for this. In large and medium-sized organisations, this is often complex, mainly because of the familiar ‘silo mentality’ (large departments that have started operating as separate companies). More service or better basic service: what do your customers want? Ask them! Chances are that, above all, they want good (basic) service first. Numerous studies underline that 90 percent of customers who had an excellent experience recommend an organisation to others (five times more often than customers with a negative experience). In addition, 76 percent of these customers return to make another purchase.
That is how important it is to get this right. GrowPromoter’s ‘Service barometer’ lets you look at the aspects that really matter to customers. The related set of questions has been designed to make things comparable and ensure you consistently have useful reports over time.
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