The Semantic Argument
You’ll find a lot of semantic arguments both online and offline about whether “customer satisfaction” sets the bar too low for companies. In a literal sense — of course it does. But our experience shows that very few companies are taking the term so literally. If you speak with companies that measure Customer Satisfaction (CSat), they are typically not taking a relaxed view of measuring the perspective of customers.
But that’s not to say that they have the laser focus that’s required to generate maximum ROI from their CSat efforts ... READ MORE