Since 2008, The Institute has published the UK Customer Satisfaction Index (UKCSI), a unique customer survey which tracks the customer satisfaction performance of over 200 of the UK’s leading organisations. Higher customer satisfaction leads to better financial results Customer satisfaction builds reputation and trustġ. Employee engagement is linked to higher customer satisfaction.Reducing problems caused by service issues reduces costs.Higher customer satisfaction leads to better financial results.Our evidence highlights four essential elements that demonstrate the case for the return on investment of customer service: This guide is designed to help customer service leaders and professionals define, measure and articulate the return on investment of customer service. In this climate, customer service leaders need to make compelling arguments about why customer service matters to business importance and the risks of failing to maintain focus and investment in service. It can be tempting to see customer service as a cost centre – an opportunity to make savings which quickly improve bottom line results. At a time of acute financial challenge, organisations need to make savings and think hard before making any new investment.
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January 2023
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