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How much should a company invest in understanding its customer service/experience levels?
Posted by LinkedIn MyCust... on Fri, 20/08/2010 - 11:11
Many businesses say that they are focused on the customer and the service they receive, so how much of its turnover should a company invest in understanding it's customer service/experience levels?
Simon
(This post originally appeared on MyCustomer.com's LinkedIn group)
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Alan Tanner, Institute of Customer Service
Simon,
The answer to this question probably depends on whether or not a be-spoke methodology is used.
Our organisation offers an off-the-shelf customer satisfaction survey which is based upon researched customer priorities applicable across many B2C sectors. It has the additional advantage of offering sectoral benchmarking against the UK Customer Satisfaction Index. A single survey costs £2,500 plus VAT.
Detail can be found at the following link:
http://www.instituteofcustomerservice.com/1725/Customer-satisfaction-measurement.html
Alan Tanner, Research & Knowledge Officer, Institute of Customer Service