Hi
We currently conduct a quarterly Customer Satisfaction Survey. This is saying that 55% of our customers are satsfied with our service. This is not a surprise and we are putting a detailed strategy in place to improve this.

However my client is asking what our 3 year target should be for this and in particular what the "Best In Class" benchmark figure is? Does anybody have any ideas or data?

Thanks

Dear Naddy,

I'm sorry, but I have to ask: does this mean that 45% of your customers are currently dissatisfied? Yikes.

Whether or not it is "realistic," I think a three-year plan is dragging out the turnaround that is drastically needed. If it were up to me, I would prioritize the problems of that 45%, by potential revenue and industry influence, and get right on the case. Forget about 3 years! You might not be around that long!

My gut feeling is that when a company has 45% of its customers dissatisified with their service, it says a couple of things. This kind of service rating is not the doing of the front line service providers. Responsibility for this has to lie on the heads of senior management. Their business strategy is obviously not customer-focused, and until that occurs, all the three year plans and best-in-class metrics are not going to mean a thing. I think simply by virtue of the fact that your client is more concerned about overall benchmark metrics rather than fixing specific customer issues one by one indicates that your client still does not "get it." Customer service is not about metrics, it is about customers. Period.

Good luck with this.

Chuck Dennis
www.AngryCustomerExpert.com

how are you calculating your percentage? we have sent out surveys and have recieved plenty of them back but how do we catagorize them and tally them properly?

I have newly joined as privileged customer care executive.How should i interact with my customers (global) initially?How should I handle them? help

Sounitha, I don't want to waste your time and ask a dozen questions back to you. I want to ask you if you can let us know what you think you are up against and what you think might go wrong. Was Jan 14 your first day on the job? Or was it your 14th day on the job? Are you equipped with the knowledge to handle customers at your specific company on a global scale? When I see "privileged customer care executive", that makes me think this is a role dedicated to someone who needs "special" handling, maybe they have been through several layers of people until they reach you? I don't know.

Without more info from you, I can at least offer you this:

Handle this opportunity with a couple of phrases in mind:

"We're going to get to the bottom of this, and you've found the right person."