nps | Customer Service Solutions, Inc.

A Story of Willie and Aubrey - 2/8/22


The gift shop was a great experience!  Aubrey had bought items online from the shop for years, but she had never stepped foot in the store itself.  However, when travel plans took her on a trip to new surroundings, she took time out of her day to go to Read more

It Matters Who You Know - 2/1/22


The season ticket account holder has an issue, but he’s not too concerned about it:  I’m going to call my guy, and he’ll take care of it. The patient is confused about their bill.  The family member says: I know someone who can help. The husband discovers a problem in the Read more

Put an End to 1-Star Ratings - 1/25/22


If you ever had service performed on your car, I would not doubt it if you received the immediate e-mail asking for that 5-star rating. They want the big ratings because that makes them look good, and to get the big average rating you have to avoid the 1-Star Read more

Signs of Service Recovery Situations - 1/18/22


As we continue the slow trend of more and more customer interactions becoming in-person again, we need to remember those signs that we’re about to enter one of THOSE conversations.  It can typically take only 5-10 seconds to realize this is going to be a high-risk situation with the Read more

In Survey Development, Think in Reverse - 1/11/22


We often meet with clients interested in conducting a survey, and when we discuss the project, many clients come with questions in-hand.  They are interested, curious, even excited sometimes about the possibility of tapping into the voice of the customer! And when we review their questions and start to see Read more

Foster Positive Feelings - 1/4/22


I bet a lot of you all are like me - when you’re asked to share your feelings, it’s not always something that feels comfortable.  It obviously depends on the situation and who’s asking you to share your feelings.  So, many of us might hesitate in sharing our feelings. However, Read more

How to Make the Situation Right - 12/28/21


The manager in the field office felt that - when problems arose with customers - the company didn’t do an especially good job of responding effectively.  He felt like this was hurting customer renewals of annual service agreements.  The company developed many customer service and retention initiatives with little Read more

2021 Holiday Poem - 12/21/21


Breathe and rest and relax and rejuvenate. Close the eyes, and fill the lungs. Take a break, and be with friends. This is a time to begin. Renaissance is called a rebirth. Birth can bring new life. Life gives opportunity for living. Living gives opportunity for joy. We have so many outside factors, So many things that tug Read more

“I’m Sorry” Doesn’t Mean “I’m Guilty” - 12/14/21


Individuals and organizations mess up; that’s part of life… They told me that they were going to be at my home at a certain time; they were REALLY late.  The customer service representative said they would get a message to a co-worker, and the co-worker would call me back; I Read more

Apply Selfless Service - 12/7/21


Andrea had worked in human resources for years, and the company decided that it wanted to hire employees who were more customer service-oriented, regardless of the position.  After making that decision, they added some creative questions to the interview process. One of the most interesting questions that Andrea had to Read more

Gauge Customer Satisfaction at Every Encounter – 10/8/13 TOW

Posted on in Customer Service Tip of the Week Please leave a comment

You may already feel you’re on “Metric Overload” (measuring customer satisfaction on surveys, getting mystery shopped, knowing your NPS, getting your CX ratings, and ensuring the ECS is A-OK).

Now – based on the title of this Tip – I’m going to tell you that you have to measure MORE?! Not exactly. What I’m suggesting is more do-able than daunting.

I want you to GAUGE customer satisfaction at every encounter. Measurement is done for many reasons, but the initial reason is always to gauge satisfaction. It’s easier to gauge (or get a feel for, an understanding of) satisfaction if you measure satisfaction.

But measurement for the sake of measurement is a waste of time and money. However, having every employee GAUGE customer satisfaction – literally at every customer encounter – is almost always beneficial.

So what do we mean by “gauge.” Hold the magnifying glass up to the customer’s body language; tune in more clearly to their tone-of-voice. What do those non-verbal communication methods tell you about what’s going on inside them, about what they’re feeling?

Literally ask “How was your experience today?’’ or “Did you get your needs met?” or “Is there anything more we can do?” or “Was there anything we could do differently/better next time?”

After many consulting engagements, I ask the client “Was this what you were hoping to receive when we started this process?” or “Do you feel like we achieved the goals you had envisioned when we began this project?”

By gauging the customer’s satisfaction during that encounter, you create – for yourself – an opportunity to learn what you’re doing well and to get positive feedback. You create – for the customer – an environment where they’re more comfortable sharing feedback, particularly constructive (negative) feedback.

At every customer encounter, you’re gauging customer satisfaction by literally looking, listening, and asking questions. You want to KNOW whether they’re satisfied before the conversation ends (and obviously address it if they’re not).

Gauge the customer’s satisfaction to better yourself and your organization.