InteractCM - Fact Sheet - Customer Satisfaction

The regular tracking and monitoring of customer satisfaction provides valuable insight into emerging trends that will impact on business. Satisfaction tracking is useful in market research, service fulfillment and recovery, as well as process improvement.

Early identification and rectification of service problems will prove invaluable to improving customer retention. Research indicates that 7 out of 10 customers who leave an organisation for service-related reasons do so without ever complaining. Positioning a satisfaction measurement to identify those customers and providing effective and immediate service recovery will increase customer retention.



	Sustained high levels of customer complaints
	High defection rates for new customers
	Increasing defection rates for existing customers
	Poor take-up of new product offerings
	Increasing levels of disconnects and escalations in the Call Centres


	Improved customer retention and more loyal customers
	Increased cross-sell opportunities from more satisfied and loyal customers
	Early identification of service and process bottlenecks
	Competitive market feedback on products and services
	Improved customer perception and reinforcement of brand proposition

InteractCM develops Customer Satisfaction measurement programs that capture the customer's perceptions of service and products across all relevant touch points and links the customer satisfaction rating to the individual customer. Customer Satisfaction processes collect information on a continuous basis, so that senior executives remain in touch with customers and in control of the opportunities to enhance the profitability of the business.

InteractCM will initially research and identify those critical service factors that are important to customers. Tracking and reporting measures, referred to as Customer Satisfaction Indices, are established to assist in identifying where service recovery and improvement efforts need to be directed. Satisfaction Index components typically include empathy, assurance, reliability, responsiveness and tangibles.

Individual customer satisfaction indicators can be used as one key input of Customer Vulnerability scores to help predict and prevent customer attrition.

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