The Harvard Business Review published a report on customer satisfaction a few years back. In their report, they analyzed the customer satisfaction ratings of a telecom major that was grappling with a 50% dissatisfaction rating.
Upon further investigation, the researchers found that new subscribers rated the company either on the very high side (9 or 10), or extremely poorly (1 or 2). Analyzing the reports, the researchers found the answer – backend employees in charge of installing the line were not incentivized to fulfill orders on time. When subscribers did not get their new connections on time, they rated the company low on satisfaction.…Continue reading