The least
focused metrics in Project Management is Customer Satisfaction. In this digital
disruption age and increasing competition, most of the project managers rush to
complete the project at any cost. Even though you complete a project on time
and cost, but customer satisfaction isn’t guaranteed.
Then what is
customer satisfaction?
Customer
Satisfaction is a measure of your customer’s satisfaction with your product,
services or experience offered by you. Enterprises use different methods to
capture and measure CSAT. Some run surveys, ask for feedback, testimonials, NPS
scores or predefined review meetings etc.
Customer
Satisfaction measures how your service, product, or support meets, exceeds or
falls short of customer expectations.
So the
general principle is customer experience is directly proportional to customer
satisfaction.
As this blog of Neil Patel shows, experience will be the
key differentiator by 2020 and in fact, it will be the most exciting area
for businesses in the future. And more interestingly it mentioned, 86% of
consumers are willing to pay more for a better Customer Experience.Read More Article
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