I know we track it, but tell me how to improve it!

The regular measurement of key performance indicators, such as customer satisfaction, is an essential part of evaluating how effectively a company is performing.

I know we track it, but tell me how to improve it!

Charles AdriaenssensConsensus Research International

Martin WoottonRS Consulting

INTRODUCTION

An Ongoing Evolution

The regular measurement of key performance indicators, such as customer satisfaction, is an essential part of evaluating how effective a company is performing. There are few companies who do not undertake some form of research to evaluate their performance from this perspective.

In our experience, gained by working with a wide range of companies across a range of industry sectors, we have observed patterns in the way that companies evolve their key tracking programmes. At...

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