According to an article released yesterday by the Wall Street Journal, “the American Customer Satisfaction index is at a record high”. http://online.wsj.com/article/SB124864862273182247.html
The article goes on to say that the results were unexpected because customer satisfaction levels typically worsen during an economic recession due to companies’ cost cutting efforts. However, it seems during this recession, that many companies are recognizing the value of customer retention and actually focusing efforts and spending on customer satisfaction and customer experience initiatives. According to Forrester Research, “57% of large North American companies employed an executive in charge of customer satisfaction in 2008, up from 27% in 2006”.
Kudos to all the companies out there who have implemented their own customer satisfaction and customer experience initiatives. One of the silver linings of this recession is that companies are not only recognizing and acknowledging that customer opinions and experiences matter, but that they are integrating customer feedback into the fabric of their businesses in order to provide the most positive customer experience possible. Let’s just hope that this focus on customer satisfaction and retention continues once the economy recovers.
To learn about ways Checkbox Survey can help you improve your customer satisfaction and retention rates and provide your customers with the best possible customer experience, check us out at www.checkbox.com.