by Bhaskar Banerjee, Chief Solutions Officer, OnProcess Technology In the Consumer Electronics industry, particularly with complex devices such as modern appliances, PCs, cell phones, televisions and related boxes, the overall cost of returns can be as high as 6% of revenues. Yet, of those returns, only 5 – 10% are due to manufacturing defects. The [...]
Article: Completely Satisfied
July 1, 2009 By Leave a Comment
This article describes the beneficial effects of having a continuous, measureable, proactive outreach program to assess satisfaction and enable quick escalations. While I could openly question the concept of “Completely Satisfied” (I mean, are we EVER completely satisfied?), it does show the beneficial effects of such a program not only to the end user but [...]
Facts & Figures: 2008 UK Customer Care Survey
March 30, 2009 By Leave a Comment
http://measuring-satisfaction.com/2009/03/27/facts-figures/ Here’s a nice summary of a recent Customer Care Survey (in the UK, but I suspect not much different here in the US), touching several of our larger vertical markets. One Big takeaway: When it takes many multiple contacts to resolve problems, it contributes exponentially to dissatisfaction. Could a more proactive, educative approach to customer [...]
