"Most managers rejoice if the majority of customers that respond to customer-satisfaction surveys say they are satisfied. But some of those managers may have a big problem. When most customers are saying they are satisfied but not completely satisfied, they are saying that they are unhappy with some aspect of the product or service. If they have the opportunity, they will defect. Companies that excel in satisfying customers excel both in listening to customers and in interpreting what customers with different levels of satisfaction are telling them."

Loyalty Rules! How Today’s Leaders Build Lasting Relationships
(Harvard Business School Press)

"The fact is that a 5% improvement in customer retention rates will yield between a 25 to 100% increase in profits across a wide range of industries."

Additional resources are in the Bookstore.

To discuss your customer survey project, please call us toll free in the U.S. at 877-666-2486. Outside the U.S, you can reach us at 011 408-432-8830.