Freeing yourself from the customer satisfaction straightjacket

Aunia Grogan and David Smith

Growth in companies seeking to determine whether customers are satisfied with products and services is, of course, to be commended.

Freeing Yourself from the Customer Satisfaction Straightjacket

David Smith(DVL Smith Ltd.) United Kingdom Aunia Grogan (DVL Smith Ltd.) United Kingdom

WE'VE ONLY JUST BEGUN

Customer Satisfaction Monitoring (CSM) is, at its most basic, an external measure of company performance, focused on the customer. This is seen as a crucial counterbalance to internal measures, which tend to be production focused. For proof of the value of CSM, we need only look to the former Soviet bloc. The hardest commercial lesson that many of the newly liberalised economies now face is responding to customer needs: the producer is no...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands