According to Prof.Chris Meyer (via Lean Insider blog), here is what European Companies do with customer feedback results:

  • 95% of enterprises collect feedback
  • 50% alert staff of the findings
  • 30% make decisions using this insight
  • 10% deploy and improve
  • 5% inform customers of the change

Customer satisfaction is equal to customer experience divided by customer expectations. One problem is that while many companies collect feedback from their customers, too few do anything meaningful with it.

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PierG

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