Corrections

Recently, I read an article which is about the mistakes we are easily to make for customer satisfaction management (shorted by CSM).

I worked for a CSM Program on an auto company before.

In order to improve customer satisfaction, the overall score of CSM is linked to dealer’s variable margin.

Those questions of survey are designed around the service standard process.

At the same time the questions are consisted of two parts.

One is specific questions, and another one is open questions.

All interviewee customers have 6 options to answer the specific questions.

For example, outstanding means 5 points, good means 3 points and poor means 2 points and so on.

But the article points out that those 5 mistakes we easily make: 1.Don’t make the customers’ feedbacks turn into data.

2.Don’t handle customers’ feedbacks for a long time.

3.Don’t use the questions which you set up on previous to limit customers’ answer.

4.Don’t use margin or bonus to motivate your staff to get a high customers’ satisfaction.

5.Don’t allow your customer choose anonymous.

When I reviewed the answers of open questions, I can learn a lot from customers’ feedbacks.

And, with the development of CSM, dealers begin to coach customers to give them a high score.

Therefore, I totally agree the mistakes which the writer points out.

But, there are some issues I don’t know how to solve.

1.If we don’t use the data to measure customer’s feedback, how to know which dealer do his best work, and how to know which process we should focus on to improve customers’ satisfaction?

2.Yes, we should handle customers’ feedbacks or complaints in time.

My question is how to handle so many customers’ feedbacks in time with limited human resource.

3.No comments about the third one as above.

4.Actually, when we launched CSM program, no dealers pay their attention on this.

That they care their profit is more than customers’ satisfaction.

If we don’t use the margin or bonus to motivate dealers, how can we motivate dealers pay attention on customers’ satisfaction? 5.Of course.

We hope all customers choose to share their information with us.

But we also should respect customers’ choice.

Would you like to give me a favor to review my writing?

Your comments about my writing or my points are highly appreciated.

Thank you and wish you a nice day.