Customer satisfactionMeasuring customer satisfaction in the call center: Expert advice <<previous|next>> :Five ways to improve customer satisfaction in a call center
Customer satisfaction and retention -- what's the correlation?
The real indication for retention is not customers' perceptions (e.g., satisfaction) but customers' actions. Repeat business, purchasing ancillary services, recommendations to others, willingness to pay premium price and frequency of purchasing are the indicators of customer retention. These factors can be easily quantified and measured by the dollar value of each action.
18 Jul 2007