Customer Satisfaction - Lean Consulting

Why your Service Level performance really isn’t your Service Level performance?

By Lean Consulting
In Customer experience, Customer Satisfaction, Service, Service Level Performance, SLA

Service Level Performance In every organisation I visit, the primary metric being reported is Service Level performance. And when I say ‘Primary Metric’ what I mean is that this is the metric that everyone cares about the most.

How to find the customers voice

Sometimes my customers ask me, how do you actually go about finding the ‘Voice of the Customer’? There is no real easy answer to that question. No magic bullet that will suddenly tell you what all your customers’ wants and needs are. But there are a number of ways you...

Making Things Up

Feedback is a Gift

Great Service Delivery

By Ben Hart
In Change, Continuous Improvement, Customer experience, Customer Service, Uncategorised

‘Great Service Delivery’ Transcript 00:00:06:24 Hi everyone! My name is Ben Hart. I am a consultant for Lean Consulting

What Brian the taxi driver can teach us about customer experience

How important is customer service to your company? I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis.

How likely are you to recommend NPS to your friends and family?

By Lee Houghton
In Customer experience, Customer Satisfaction, NPS

How important is the Net Promoter Score? I remember having a conversation a few years ago with a senior manager of a telecommunications company who declared “our happiest customer is the one who has a fault and then rings us” I challenged this at the time, “surely a happier customer...

Here are the results of every Customer Satisfaction survey ever.

If you’re thinking of implementing some Customer Surveys, I’m going to save you some time… Here are the results of every single Customer Satisfaction survey ever completed:

Are most complaints a result of multiple failures?

By Cameron Turner
In Customer Satisfaction

Think about the last time you actually made a complaint with a company. Why did you complain? Chances are – it wasn’t because of a single failure.