Insights Profit  from Customer Feedback™
Newsletter Q3 2005
CustomerSat extends its deepest sympathy to all those affected by Hurricane Katrina
 
Article
Mine More Value From Your Survey Programs with Statistical Modeling

Learn from Ari Kapur, Ph.D., of CustomerSat Professional Services how statistical modeling combines your survey results with demographic, financial, and transactional data about your customers to improve your sales forecasting, target marketing, and profitability. Read the article (registration not required).

News
CustomerSat & Honeywell ACS named Award Finalists by AMA and ITSMA

The American Marketing Association (AMA) EXPLOR Award recognizes Market Research Innovation and Leadership; the Information Technology Service Marketing Association (ITSMA) award recognizes excellence in Improving the Customer Experience. As joint finalists for these awards, CustomerSat and Honeywell Automation and Control Systems (ACS) will be honored at the AMA Market Research conference in Boston, September 25-28, and at the ITSMA conference, Marketing on the Verge, November 7-9 in Cambridge, MA.

Press Release

Article

Conference Information

Congratulations to Canon, long-time CustomerSat client

PC Magazine has just published the results of their annual reader satisfaction survey for printers and computers.  Canon scored #1 in almost every attribute and was #1 in overall satisfaction, technical support satisfaction, and loyalty among all printer companies. Canon tech support also rated #1 for printer products, and was second only to Apple among all manufacturers in the entire PC Magazine survey (notebook PCs, desktop PCs, and printers). 

Canon's customer satisfaction program is the subject of a CustomerSat Case Study, available on line.

Events
This fall, join us at AMA meetings in Boston and Tempe, Management Round Table in Boston, SSPA in New Orleans (new location TBD), and IIR in San Francisco. CustomerSat clients may be eligible for a registration discount. Calendar of Events

ACE Awards Reminder
Attention CustomerSat clients - You still have time to apply for the ACE Award. For information, contact your Account Executive or Project Manager, or send email to ACE@CustomerSat.com.
 

Hard Data, Real Feelings: Building Loyalty among Executive Level Clients

Wednesday, September 21, 2005
Time:  8:30 a.m. Pacific; 10:30 a.m. Central; 11:30 a.m. Eastern

Pamela Lager, Client Loyalty Program Manager at Metavante Corporation, has used CustomerSat services and tools to increase understanding of their customers' real feelings. In this interactive online seminar, Pamela will discuss the challenges and opportunities of building loyalty at the executive level.

Learn how a major financial technology services company reaches top decision-makers to discover what they really think. Overcoming executives' reluctance to complete surveys, Metavante strengthens long-term business-to-business relationships with a comprehensive customer-focused feedback system. 

Article
Avoiding Inflated Satisfaction Scores:
Three Common Pitfalls

Your manager would love a sound bite like "99% of our customers are satisfied" to tout to investors and market analysts. As the manager responsible for customer satisfaction, you want to provide him or her with the statistics that support that statement. However, the last thing you or your manager wants is to rely on data and analysis that is flawed. Your company’s incentive compensation, management pressure and peer pressure can inadvertently lead to inflated satisfaction scores, inaccurate measures of satisfaction and loyalty, faulty customer intelligence, and misaligned priorities. 

Temptations to artificially raise customer satisfaction scores exist in even the best-managed organizations. In this article, we highlight three such pitfalls and point out ways to avoid them, including process improvements and organizational focus.

New in the Resource Center:
Increasing Customer Satisfaction and Loyalty with Call Center Feedback

If you missed our Webinar in May, visit the Resource Center to view the Ariba case study presentation.

Login or Register Now for free access to all Resource Center case studies, webinars, white papers and tutorials.
About CustomerSat
CustomerSat, Inc. helps customer-centric businesses design, gather and use real-time feedback to build customer satisfaction and loyalty for long-term profitability and growth.		 Contact Us:
Phone: (800) 372-7772
Email: info@CustomerSat.com
Web: http://CustomerSat.com
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