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Customary satisfactory down for the 3 consecutive years
- Thread starter Alamaking
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- Aug 19, 2008
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Only dropped a little from 66.6%.
Downed to the pathetic 65.8% in SG, good job STB, GEMS and CASE
Again the pathetic incompetency of our national propagandists shows in that article.
The common primary 6 student mentality that customer satisfaction is only dependent on the end service provider. How to be world class paper like that?
When the bottom line is squeezed, many companies will gladly trade customer satisfaction marginally for cost performance. i.e. resources will be cut, services will be reduced, people will be fired, replacements, training not done, depend on short term untrained workforce, delay in investments to improve service & processes...etc. This is common and has been going on for quite a while.
And bearing in mind the law of diminishing returns of customer service. Investing more will bring less improvement in customer service. So perfect customer satisfaction will be prohibitively expensive. When your competitors are also cutting costs and tolerating reductions in customer satisfaction, or when price is more sensitive to customers than satisfaction, you get this situation.
So quit giving us the primary school analysis on oh customer satisfaction down, so we must break out the whip and give the providers boys and girls a proper lashing to get them back on track.
The common primary 6 student mentality that customer satisfaction is only dependent on the end service provider. How to be world class paper like that?
When the bottom line is squeezed, many companies will gladly trade customer satisfaction marginally for cost performance. i.e. resources will be cut, services will be reduced, people will be fired, replacements, training not done, depend on short term untrained workforce, delay in investments to improve service & processes...etc. This is common and has been going on for quite a while.
And bearing in mind the law of diminishing returns of customer service. Investing more will bring less improvement in customer service. So perfect customer satisfaction will be prohibitively expensive. When your competitors are also cutting costs and tolerating reductions in customer satisfaction, or when price is more sensitive to customers than satisfaction, you get this situation.
So quit giving us the primary school analysis on oh customer satisfaction down, so we must break out the whip and give the providers boys and girls a proper lashing to get them back on track.
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