Customer Satisfaction and Loyalty--Assesses overall
customer satisfaction levels, company values, trustworthiness, fit
with customer needs, people, business processes, future intent,
and share of wallet.
Purchase Experience Satisfaction--Assesses
overall satisfaction, purchase frequency, brand awareness, reasons
for choosing company, competitive positioning, responsiveness and
completion time, ease of doing business, communication and
attitude, accuracy, professionalism and reliability,
product/service attributes, and future purchase intent.
Service Transaction Satisfaction--Assesses overall
satisfaction, comparison with previous transactions, processing
time, performance on service transaction, service quality, and
future purchase intent.
Problem Resolution Satisfaction--Assesses
nature of the problem, overall satisfaction with problem
resolution, responsiveness of company to the problem, service
quality, service resolution process, and impact on future purchase
intent.
Product Quality--Assesses overall satisfaction with key
aspects of purchase process, product quality, service quality,
delivery satisfaction, product/service comparison with other
brands, problem experience and resolution, and future purchase
intent.
Service Quality--Assesses overall satisfaction,
service quality, comparison with other brands, problem experience
and resolution, quality of handoffs, and future purchase intent.
Website Satisfaction--Assesses overall satisfaction, brand
awareness and messaging, website awareness, reasons for visit,
effectiveness of site, frequency of use, recommended improvements,
technology issues, and future intent.
E-Commerce Effectiveness--Assesses
key aspects of online shopping experience, website ease of use,
delivery satisfaction, product satisfaction, customer service
satisfaction, and future purchase intent.
Customer Relationship Assessment--Assesses overall
satisfaction with key aspects of supplier relationship management,
overall satisfaction, relationship management comparisons
with other brands, value added, innovation, depth of relationship,
problem experience and resolution, values, trust, fit between
companies, people, process, relationship factors, future purchase
intent, and share of wallet.
Basic Sales Skills--Assesses customer satisfaction
with their salesperson's ability to apply basic skills in the
following care skill areas: overall satisfaction, knowledge,
personal attributes, building customer relationships, managing the
sales process, understanding customer needs, providing insight,
innovation, winning business, strengthening customer
relationships, relationship results, future purchase intent, and
share of wallet.
Advanced Sales Skills--Assesses customer satisfaction
with their salesperson's ability to apply advanced skills in the
following core skill areas: overall satisfaction, knowledge,
personal attributes, building customer relationships, managing the
sales process, understanding customer needs, providing insight,
innovation, winning business, strengthening customer
relationships, relationship results, future purchase intent, and
share of wallet.
Service Skills--Assesses customers overall impressions of
working with service provider and their proficiency with the
following aspects of the service process: greeting, understanding,
exploring, setting expectations, and thanking.
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