Customer & Employee Satisfaction and Loyalty Studies

Companies use customer satisfaction studies to gauge the extent to which consumers of their products or services are satisfied, not only in general terms but also with the ways in which products or services are designed, marketed, packaged, delivered, and priced. Customer satisfaction is the holy grail of success for businesses in the customer service industry. A vast array of measurements and tools are implemented to ensure and measure customer satisfaction. Many businesses fail to look to one of the key factors in achieving their customer satisfaction goals: the role of the service-providing employee.