Customer Profile:
Toro "Tees Off" for Great Service
Customer Feedback Drives Customer Satisfaction and Revenue Growth

Two-thirds of the overall satisfaction of Toro's professional customers is driven by the quality of the repairs and parts they receive. Service quality, delivered through a network of 27 U.S. distributors, is a major driver of repurchases and recommendations, too, notes Jack Hensley, Manager of Distributor Service Development at Toro.

Because the next sale depends on the kind of service the customer gets today, Toro counts on CustomerSat Enterprise to uncover the real strengths and weakness of their service operations, then identify and launch effective process improvements.

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Congratulations Achievement in Customer Excellence (ACE)™ Award Winners!

CustomerSat ACE Award winners were announced on November 13, 2007. This year, 33 recipients were recognized for demonstrating both rigorous application of customer feedback processes and outstanding performance as measured by those processes. Read More

Thought Leader:
Analytics and Business Performance
Transforming the Ability to Compete on Analytics into a Lasting Competitive Advantage

By Jeanne G. Harris
Senior Executive Research Fellow and Director of Research, Accenture Institute for High Performance Business

Analytics allows companies to compete more effectively, optimize revenues and enhance business performance. Analytics enabled Capitol One, for example, to increase customer retention by 87 percent and lower the cost of acquiring a new customer by 83 percent. The financial services giant uses analytics to test, learn and act on new opportunities, uncovering what works and what doesn’t sooner than its competitors.

In this excerpt from her book, Competing on Analytics: The New Science of Winning, co-authored by Thomas H. Davenport, Jeanne G. Harris explains that your company’s ability to compete on analytics can be a lasting competitive advantage.

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Best Practice:
What Rating Scale Should I Use?

By CustomerSat Research & Consulting Services

What scale should you use in the rating questions in your survey? Should you require respondents to answer every question? What are the implications of offering a Not Applicable option? What does it mean if a rating scale is said to be “unbalanced?”

In this article, CustomerSat Research & Consulting Services reveals seven factors to consider when designing the ratings scales of your survey answers, and explains the pros and cons of each.

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ICMI Call Center Demo & Conference: Feb. 13 - 15, Miami, FL. Come to Improve. Leave to Transform. Learn More

IIR Linkage Strategies Conference: Feb. 25 - 27 , Miami, FL. Capturing & Leveraging Customer, Employee, Operational & Financial Data to Reengineer the Customer Experience and Drive Strategic Business Improvements. Receive a 25% discount using registration code: SPONM2008SAT Learn More