Pinoy Entrep

The truth is that the majority of businesses don’t have a customer satisfaction measurement system. Many limit themselves to tracking the number of complaints and an occasional conversation with company salesmen. At best, they find out they have a problem when customers stop sending in orders. Could this be your case?

While in a boom market customer satisfaction is still important, but in tough times like these you ignore it at your own peril. If you are revisiting every expenditure, looking for savings, what do you think your customers are doing? If you want to survive, you’ve got to surprise them with exceptional value.

A few years ago I had the pleasure of meeting Jack Welch (no doubt he has long forgotten the occasion). For me, one of his wisest pieces of advice is, “you can’t improve what you don’t measure.”

Today, measuring customer satisfaction isn’t a luxury item, but instead an essential survival tactic.

If you want to prosper in this down market, you need to integrate customer satisfaction measurement into your daily routines. I’m not talking about a stale report received three months after the fact, but instead a constant monitoring of your commercial vital signs. Customer satisfaction is like high blood pressure. If you find out too late, the game is probably over.

That’s why the answer to the first question in this article is “you can’t measure customer satisfaction too frequently.”

However, to do this economically and efficiently you will need cutting edge tools. Measuring customer satisfaction isn’t simple. It requires some thought, a lot of hard work and a clear dedication to exceeding customer expectations.

That’s why I’d like to recommend an exciting and innovative management tool called Gustometria. This service allows you to easily and affordably measure your customer satisfaction in realtime. You’ll be able to react immediately to detected problems and adapt to the changing needs of the market. Thanks to the built in business intelligence reports included with the service, you will be able to analyze all the collected information.

I am convinced that tracking customer and employee satisfaction, on a daily basis, is a true survival tactic in today’s market. If you agree, you must implement Gustometria this week.

Don’t hesitate to pick up the phone and call Gustometria toll free at 1-877-448-7865.

Have you ever wondered why measuring customer and employee satisfaction is so expensive?

Any business owner who has tried to measure customer and employee satisfaction on a regular basis has learned that the task isn’t easy nor cheap. Although at first glance it may seem simple, to gather useful and meaningful information requires hard work, dedication and a non trivial expense.

Measuring customer and employee satisfaction can be summed up as “asking the right questions and listening attentive.” It sounds simple, but the mechanics of doing this on a companywide scale can complicate matters enormously.

There are two principal obstacles which make measuring customer and employee satisfaction so difficult:

1. The process requires a lot substantial dedication and lots of hard work to implement.

2. The whole system is basically worthless If you don’t get enough real opinions.

To measure successfully the satisfaction of your customers, you need to implement the following seven step process:

1. Design the survey questionnaire.

2. Create the actual survey (a printed survey, a webpage)

3. Distribute the survey.

4. Invite customers to participate.

5. Collect the filled out surveys.

6. Calculate the survey responses.

7. Analyze the responses and draw accurate conclusions.

Traditionally only big corporations or expensive marketing consultants have been able to successfully implement ongoing satisfaction measurement systems. Smaller companies have either had to hire outside experts to do periodical (usually once or twice a year) studies or simply haven’t done much measuring.

Fortunately, a new exciting measurement system is now available. Called Gustometria, this powerful management system allows you to integrate customer and employee satisfaction measurement into your daily business processes.

For a fraction of the costs of traditional systems, and thanks to the fact that all the complex “plumbing” necessary to implement a satisfaction measurement system, have been eliminated any company can have daily realtime information about their customers’ opinions.

The benefits of the Gustometria system are substantial and easy to put into practice.

Pick up the phone and call Gustometria toll free at 1-877-448-7865.

Right now it’s more important than ever to implement a proactive customer satisfaction measurement system in your business.

Right now your customers, just like you, are placing every expenditure under the microscope. If a dollar can be saved, or a payment postponed, you can be sure they are considering it very seriously. Everybody is questioning the fundamentals of their business models and even the most enduring relationships are being revised. When money is short, you can be sure that cashflow is the highest priority.

However, not only is it possible to survive the economic crisis, but with imagination and willpower, your business can thrive while others go under. If you are intimately tuned into the changing ebbs and flows of the market, you can turn these uncertain times into opportunities. Your trained ear must be fine-tuned to the changing needs of your customers. If you want to be where they’re going (not where they are), there is no choice but to listen more carefully than ever before.

Unfortunately, the predominant force behind the market right now is fear. And that means that for a discount of a point or two, or slightly better terms, many of your customers will be willing to sacrifice values like loyalty and long term relationships.

The only way to prevent unpleasant surprises is to be constantly measuring and tracking your customer’s opinions and needs. Not too long ago, many businesses were able to thrive without worrying much about customer perceptions. If one customer left, in a boom market, another would show up. Continuous improvement and quality control were themes closer to academic theories than survival necessities.

Let’s face it, the boom is over and now only the best will make it.

That’s why I want to share with you a powerful new tool for measuring and analyzing customer and employee satisfaction.

Gustometria is realtime measurement of customer and employee satisfaction.

By integrating this affordable tool in your business arsenal you will have a constant feedback of information about your customers’ opinions and needs. You will be able to detect, on a daily basis, problems your customers are perceiving in your products and services.

If something isn’t working when do you want to find out? Today, or three months from now?

When would be the best time to implement corrective measures?

Gustometria guarantees that your team can react agilely to the changes in the marketplace. You will be able to drill down into the nitty gritty details of what’s going on in your business, and add and change survey questions on the fly.

Thanks to the sophisticated business intelligence system included in the Gustometria system, not only can you measure and track your satisfaction scores, but you will also be able to exploit the enormous quantity of information by building powerful customer profiles and contrasting these profiles with the measurement scores.

Measuring customer satisfaction can be easy. It’s as easy as picking up the phone and calling Gustometria toll free at 1-877-448-7865.

How can measuring the satisfaction of your customers be easy?

When the going gets rough keeping your paying customers happy gets even more important. If you’re revisiting every purchasing decision and questioning if it’s really necessary, what do you think your customers are doing? To be honest, keeping the satisfied with your products and services is your most important job right now. Normally, finding a new customer will cost you twelve times more than keeping one you’ve already got.

But in a down market like this one, the difference may be closer to fifty.

Theory says that finding out what your customers are thinking should be simple. After all, you only need to ask them good questions and analyze their responses with care.

But in practice very few companies are able to actually pull it off.

Jack Welch said that you can’t improve if you don’t measure. But finding an easy inexpensive method, that works, isn’t a trivial task at all.

The difficulties of measuring customer satisfaction are due to the complicated process you need to implement:

1. Design the survey questionnaire.

2. Implement the survey instrument (a printed survey, a webpage)

3. Distribute the survey.

4. Get clients to fill out the survey (perhaps the hardest part).

5. Recover the competed surveys.

6. Tabulate the responses.

7. Analyze the responses and draw accurate conclusions.

Each of these steps takes a considerable amount of effort and expense to put into practice.

However, a new tool on the market, Gustometria, significantly reduces the time, effort and cost of measuring your customer satisfaction. And more importantly it provides you with powerful analysis tools which feed on the responses in realtime. Customer satisfaction measurement has never been this easy before.

Not only does the Gustometria system permit you to easily and affordably track your customer satisfaction, it provides four more important benefits:

1. You can adapt and change your surveys on the fly.

2. Integrate customer satisfaction measurement into your daily business processes. Since your customers are answering the survey right at the checkout counter, while waiting for their receipts, you will achieve excellent participation rates. The whole survey process usually takes about a minute, and it effectively demonstrates to your client how important his opinion is to your company.

3. React on the fly to detected problems. Since you are receiving results from your surveys in realtime, you can implement a very powerful improvement system. If something isn’t working well, you find out immediately, in time to design and implement a solution. By tomorrow you’ll be checking to confirm how effective the new solution has been.

4. Gustometria isn’t limited to quantitative measurements. You also get direct customer feedback in realtime. Your clients can submit suggestions, complaints or kudos whenever they feel like it.

The truth of the matter is that Gustometria opens every corner of your business open for improvement. You can see what’s going on, even if you can’t be there.

The truth is measuring customer satisfaction can be easy. As easy in fact as picking up the phone and calling toll free 1-877-448-7865.