What your customers are Really Saying

Imagine a survey reveals that 96% of your customers are satisfied with your service. This is where I often see managers assuming that the company is doing great. They jump to the conclusion that with a 96% satisfaction rating they’re getting an A+ score from customers.

Actually, the survey only showed that a lot of customers consider the service to be adequate. Customers are not saying that they were impressed or delighted or even pleased-merely that they were satisfied. Imagine your sweetheart talking to a close friend and describing you as being adequate. You’d probably see that as a reason for concern! It certainly isn’t reason to think you’re getting an A+ performance rating. I wonder… what does our customer feedback really say?

Today’s chuckle:

A lie can travel half way around the world while the truth is putting on its shoes.

Written By Jeff Mowatt (original content – not AI generated)

Was this helpful?   For additional information on this topic:  Customer Service Trends/Strategic Planning

You’ll find more of Jeff’s Trusted Advisor Customer Service tips or subscribe to receive a new Business Building Tip every two weeks.

Curious about Jeff’s training resources?  Click on Shop for details.  If you’re interested in a customized presentation for your organization, contact Jeff at [email protected]

Jeff Mowatt is a customer service speaker, customer service trainer, award-winning speaker, and best-selling author.