Customer Satisfaction Measurement
Customer Satisfaction Measurement (CSM) measures the success of an
organisation in providing products and services that meet or surpass their
customer's expectations. CSM has increasingly become a key element of
business strategy in a competitive marketplace.
Research First has developed expertise in Customer Satisfaction Measurement. This expertise demonstrates that the keys to useful CSM data are:
- The frequency of data collection;
- The structure of data collection; and
- Avoiding the risk of 'oversampling', resulting in customer fatigue and non-response.