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Ch 3: Measuring & Improving Customer Satisfaction

About This Chapter

A great way to ensure your customers are satisfied is to measure the results of your customer service. The lessons in this chapter can help your employees understand strategies they can use to measure service and improve customer satisfaction.

Measuring & Improving Customer Satisfaction - Chapter Summary

Help your managers and team leaders learn to gauge your customers' needs then develop ways to meet those needs and improve satisfaction using quality service. Reviewing the short lessons in this chapter can teach them the following:

  • The meaning of customer satisfaction
  • How customer service and satisfaction are related
  • The definition and types of customer service metrics
  • Ways to interpret and improve customer service metrics
  • Tips for using customer relationship management (CRM) to focus on customers

The lessons are short and engaging, presented by instructors with dynamic strategies your personnel can use to improve customer satisfaction. You can incorporate the lessons into your corporate training sessions or allow employees to watch them independently then test their knowledge with short quizzes.

How It Helps

  • Strengthens relationships with customers: Your managers and team leaders can learn strategies to help employees develop stronger relationships with customers and improve satisfaction.
  • Teaches how to measure results: The lessons explore types of customer service metrics and provide tips your employees can use to interpret and improve those metrics to measure the results of the company's service.
  • Increases company profits: Gaining greater insight into CRM can help your personnel develop ways to make the business more customer-focused and profitable.

Skills Covered

Watching the lessons in this chapter can ensure your managers and team leaders are able to:

  • Define and provide examples of customer satisfaction
  • Identify the different levels of customer service
  • Explain the relationship between customer service and satisfaction
  • Discuss the meaning of metrics and explain methods for measuring customer satisfaction
  • Share the correlation between customer satisfaction and revenue
  • Provide ways to interpret customer service metrics
  • Describe how CRM helps organizations become more profitable

6 Lessons in Chapter 3: Measuring & Improving Customer Satisfaction
Test your knowledge with a 30-question chapter practice test
What is Customer Satisfaction? - Definition & Examples

1. What is Customer Satisfaction? - Definition & Examples

Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.

Case Study: Costco Wholesale's Customer Satisfaction

2. Case Study: Costco Wholesale's Customer Satisfaction

Wholesale giant Costco has often been an industry leader or innovator in customer satisfaction. This case study will examine some of the strategies used by the company to improve and maintain high-levels of customer satisfaction.

The Relationship Between Customer Satisfaction & Retention

3. The Relationship Between Customer Satisfaction & Retention

Thriving businesses require two types of customers: first-time clients and returning customers. This lesson discusses how customer satisfaction and retention work together to build a strong client following for your business.

Customer Service Metrics: Definition & Types

4. Customer Service Metrics: Definition & Types

In this lesson, we'll define customer service metrics and provide suggestions on how to set appropriate goals. We'll also discuss when to gather customer satisfaction data.

How to Interpret & Improve Customer Service Metrics

5. How to Interpret & Improve Customer Service Metrics

Every company now uses metrics to determine how they are doing in the customer's eyes. This lesson will discuss interpreting and improving customer service metrics.

Customer Relationship Management: Using CRM to Focus on Customers

6. Customer Relationship Management: Using CRM to Focus on Customers

Customer relationship management (CRM) is an enterprise business system that organizations utilize to acquire, enhance, and retain relationships with customers. This lesson explores how CRM helps organizations become more customer-focused and profitable by combining functional processes with business operations.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Improving Customer Service Leadership course

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