Submitted by lillyct on July 28, 2007

• Category: Business
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Operations Managment For Kudler Fine Foods

How Can We Benefit From Measuring Customer Dissatisfaction?
Focus on the negative, with the sole purpose of arriving at the positive.
If we take customer satisfaction scores and turn them upside down, we find what percent of customers are not pleased with the service they receive. This presents a new way to improve the overall experience for our customers: Focus on the negative, with the sole purpose of arriving at the positive.

So, let's change the way we look at customer satisfaction surveys. We have all read the statistics about unhappy customers. You know the statistic: If I am happy, I tell three other people, but if I am unhappy, I tell nine. And if I...

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