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Main Menu Home Services Overview About XzamCorp Service Evaluation Questions Satisfaction Research Satisfaction Research Questions Call Center Monitoring Auditing Call Center Questions We Recommend Contact Us Resource Center e-Customer Satisfaction Suggestions About Delivery Related Issues Suggestions About Customer Relations & Service Related Issues Suggestions About Product & Support Service Related Issues Suggestions About Return, Exchange & Refund Policy Related Issues Suggestions About Order Process Related Issues Suggestions About Billing & Payment Related Issues Suggestions About Promotional & Advertising Related Issues Suggestions About Website Content & Technology Related Issues Suggestions About Pricing Related Issues Suggestions About Company Related Issues Suggestions about Privacy Related Issues Surveying Techniques Web Surveys Telephone vs. Web Based Survey A Dozen Problems With Applied Customer Measurement PROBLEM ONE. FAILURE TO CONNECT CUSTOMER MEASUREMENTS TO FINANCIALS PROBLEM TWO. THE ASSUMPTION THAT ALL CUSTOMER LOSS IS BAD XzamCorp Outbound Phone Numbers

PROBLEM THREE. VIEWING SATISFACTION IN ABSOLUTE TERMS PROBLEM FOUR. BELIEVING THAT MEASURING IS DOING PROBLEM FIVE. ASSUMING STAYING OR LEAVING HINGES SOLELY ON SATISFACTION PROBLEM SIX. IGNORING BEHAVIORAL MODERATORS PROBLEM SEVEN. STOPPING SHORT AT THE OUTCOME OF RETENTION PROBLEM EIGHT. STUDYING CURRENT CUSTOMERS TO UNDERSTAND DEFECTION PROBLEM NINE. IGNORING CUSTOMER ACQUISITION DYNAMICS PROBLEM TEN. NEGLECTING CONTACT EMPLOYEES AS A CRITICAL CONTROLLABLE PROBLEM ELEVEN. MISSING INTEGRATIVE OPPORTUNITIES PROBLEM TWELVE. FAILING TO LEVERAGE AVAILABLE TECHNOLOGY CONCLUDING THOUGHTS Research ROI Return on Research Investments Transaction Research Customer Transaction Research Net Promoter Score NPS Weaknesses Why Research is Critical Expand Your Customer Satisfaction Research Focus Employee Monitoring Privacy Issues in the Workplace: Have Electronic Communications and Monitoring Changed the Rules? Sources of Potential Liability When Monitoring Employee Communications Company Liability as a Result of Not Monitoring Employees Other Consequences of Employee Internet Use Steps for Companies to Minimize the Risks of Employee e-Communications Establishing an Effective Company Policy on Employees' e-Communications   Services Surveys Cyber Shops Telephone Shops