Sunday, December 18, 2011

How Good is Good Enough?

By Pete Babich
As a result of Total Quality Management activities, more and more companies are conducting surveys to measure their customer satisfaction. We are even seeing the results of these surveys in company advertising. Companies are very proud of their 90% customer satisfaction levels. Still others boast of 95% satisfaction. Intuitive logic says the higher the satisfaction level, the better you are. The business question, however, is how much satisfaction is good enough? Should your company invest $100K to improve satisfaction from 95% to 98%?

read it entirely at: How Good is Good Enough?

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