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Customer Satisfaction/Experience



Reports
2016 Customer Satisfaction, the Customer Experience, Customer Success and Customer Effort (2016)
What to make of all these customer initiatives? ASP researches them and makes recommendations
Successful Support Communities (2011)
This ASP research report explores key factors that contribute to the success of customer support communities, both online and real-world.
The Great Customer Experience (2008)
How to deliver a Wow! experience.

Experts
Indicates complimentary Open House Hours

Becky Carroll
President
Petra Consulting Group
Paul M. Dooley
President & General Manager
Optimal Connections, LLC
949/305-3544
Email
Website
Victoria Spencer
Vp, Customer Success
Tek Experts
+31 6 5373 4634
Email
Website
Fred Van Bennekom
Principal
Great Brook Consulting
978/779-6312
Website

Library
Currently we do not have any articles available about Customer Satisfaction.

Useful Links
American Customer Satisfaction Index
Multi-industry research on customer satisfaction levels; other services and publications.


Customer Relationship Metrics
Automated survey services for call centers.

Development II, inc.
Strategic account development; Advanced data and text analytics for customer support.


Great Brook Consulting
Articles, templates, workshops, lists of tools and services.

HDI Customer Satisfaction Index
New benchmarking program from the Help Desk Institute.

NBRI
Survey company with a large library of standardized questions, useful for benchmarking.

Net Promoter
Official Web site for Fred Reichheld's popular customer-loyalty metric, "the one number you need to grow."