Online customer satisfaction surveys are accessible to more customers every day. Online customer satisfaction surveys are becoming more ubiquitous every day, both for companies' external customers and for internal customers where much of the workforce uses corporate e-mail. As the industrialized world moves to become a wired world on the Internet at breakneck speed, the number of customers in business and at home with access to the Internet or a company Intranet is growing exponentially. Today, almost half the households in America have one or more computers and are online. Online customer feedback can be almost instantaneous giving you the live real-time feedback you need to protect and build your business.
Customer satisfaction is linked to employee attitudes.
Research shows that the quality of service climate in an organization can be a strong predictor of the quality of customer satisfaction. In an organization where employees are well equipped with the proper resources, knowledge and training to deliver customer service, and are on the job long enough to be both proficient and familiar with their customers, they are more apt to be satisfied with their jobs, retained by the company and deliver optimum quality service to customers. Customers served by these experienced service people are generally more satisfied than those served by less experienced, new employees. It has been found that the retention rates of experienced service personnel and others interacting with customers, is a strong predictor of customer satisfaction. Copyright 1999, GuideStar Communications.