Comments on: Are You Falling Into the Customer Satisfaction Trap?

By: NBRI

NBRI — Thu, 14 Jul 2011 20:40:37 +0000

Great post! I completely agree. If you’re going to take the time to follow up with customers and ask for feedback, be sure to take your time and do your diligence. Surveys are a great way to measure customer satisfaction but make sure they’re user-friendly and timely.

By: Doing Vs. Enabling | Strategic Technology

Doing Vs. Enabling | Strategic Technology — Wed, 29 Dec 2010 19:21:56 +0000

[...] Vaughan Merlyn states in this post titled; Are You Falling Into The Customer Satisfaction Trap In finding and fixing the problem, they made no attempt to help me become self-sufficient in fixing [...]

By: Doing Vs. Enabling « A Dime a Dozen Small Business, Tech and Talk

Doing Vs. Enabling « A Dime a Dozen Small Business, Tech and Talk — Fri, 05 Feb 2010 13:41:56 +0000

By: itorganization2017

itorganization2017 — Thu, 28 Jan 2010 01:55:42 +0000

Great comments, as ever, Russ. I agree with your points.

Your point about Customer Sat for the CIO at a personal level (or for any business-IT relationship manager) reinforces why I believe cust sat is a dangerous metric. If the CIO (as “uber relationship manager) and the business-IT relationship managers are doing their job, cust sat ratings may be low, but customer experience ratings should be high. That’s the equivalent of a customer saying, “I don’t like the way you keep pushing back on me, but you are working with me to increase the business value realized through IT – and I respect and need that!”

By: Russ Aebig

Russ Aebig — Wed, 27 Jan 2010 23:53:25 +0000

Great article worthy of probing. From a CIO perspective, what does customer satisfaction mean? Likely something different to each customer and/or stakeholder. If we take a perspective of 100% opt-in for use of IT, are there specific minimum spec to be met for customers to be satisfied to the point of deliberately choosing to use IT. As mention in your post customer satisfaction always leads to an option of exit. While exiting IT is not easy to pull off, growth off Shadow IT and IT avoidance had very low barriers.

On a different note, Customer Satisfaction is nearly impossible at a personal level for a CIO. As a friend of mine astutely noted, it half of your executive peers are not mad at you for something you’re not doing your job.

Good article.. “things that make you go hmmm.”

By: itorganization2017

itorganization2017 — Tue, 26 Jan 2010 13:08:56 +0000

Steve, I like your “Fix and Close” quip! In fact, many metrics and reward systems for help desk workers actively encourage “Fix and Close” behavior.

When I was writing this post, I looked for a link to the article I reference here, but unfortunately, the electronic version of the publication only includes the major articles. It does not cover minor pieces (this was a one-pager). Perhaps if you contact The Conference Board Review, they can send you a copy of the Winter issue – better yet, they may offer you a subscription. As I noted, it’s an excellent publication.

By: Steve Brehaut

Steve Brehaut — Tue, 26 Jan 2010 07:02:46 +0000

Vaughan, I too have felt that poor Customer Experience pain many times (mentioned at the end of the post) of companies that just assume they know what the “last” problem was and follow Fix and Close mentality, but do not go the extra mile and dig back to the “first” problem, i.e. a missing self-service FAQ. Do you have a link to the first article mentioned?