The Business Bulletin
SME Survey Do you know how happy your customers are? 80% of companies say they deliver
The subsequent question: “How do
“superior” customer service. When
you know?”, was asked to establish
the same question is asked from
if there was any direct correlation
customers, only 8% of people think
with what business owners thought
these same companies are really
and what the reality was. Particularly
delivering! (Source: Bain & Company).
based on the above statistic.
This is quite a shocking statistic and shows the disconnect between how companies think they are doing compared with the actual feedback from their customers. So, this survey dipped its toe in
the customer service levels expected by purchasers of their product/service. Referring once again to the opening statistic, if you only perceive that you are providing excellent customer service and are not actively
Figure 2 indicates the different
seeking feedback to confirm that;
methods used to obtain customer
then maybe the first indication you
feedback to justify the thoughts of
will get is your customers going
91.7% of respondents. (Please note
elsewhere. After all, you are only as
– those that answered the survey
good as your last sale. Avoid that
could choose any of the options
by utilising some of the methods
that particular pool to see what
and suggest their own methods).
the contributors to the survey are
some business owners said (60
Encouragingly, it seems that the
undertaking.
respondents). As can be seen in figure
majority of businesses that took part
1, when asked “Do you know how
in this survey are actively getting
happy your customers are?” – 91.7%
feedback from their customers so
indicated that they did.
that they can keep on track to provide
Get involved To take part in the next survey about vision, mission and values – visit here: https://forms. gle/oFcR2eZx7LCk8qiv6. The results will be shared in the next edition of this magazine. Figure 1
Figure2
Issue 15 – Operations and Resources | 41
