Building And Measuring Business Value: Customer Satisfaction Surveys
Customer retention is the central gauge that measures how well the company is creating value for its customers. Creating value for customers builds loyalty, and loyalty in turn builds growth, profit, and more value. Companies striving to be market leaders in the competitive global economy are committing substantial resources to bolstering their customer service efforts. What's more, they recognize that the true challenge is to find a way to proactively meet their customers' needs, and that having a means to measure customer satisfaction is key to ensuring success.