| |
Partners Roll Out New C-Sat Tool
In the US, customer experience firm The DiJulius Group has partnered with business market research agency Direct Opinions to develop a new customer satisfaction test. The tool can measure an organization's customer service as a whole or by individual departments.
The new C-SAT (Company Service Aptitude Test) system was developed for President John DiJulius's new book, 'What's The Secret?', which presents an in-depth look at customer service strategies employed by what he describes as the 'world's most customer friendly organisations', and highlights the obstacles that prevent the delivery of quality customer care. The new book is the result of five years spent researching customer service levels in companies around the world.
Direct Opinions was instrumental in the development of the survey questions and measurement scale. 'This project drew on our 25 years of experience creating customer satisfaction surveys and initiatives,' states President Darlene Campagna.
C-SAT has been designed to pinpoint the service aptitude level of an organization, while letting management know where the strengths and opportunities are.
Based on what DiJulius describes as the 'Ten Commandments', or 10 principles shared by every 'great' customer service organization, the test is designed so that individual departments can take it and score themselves independently, or a complete picture of an organization can be built to determine which departments, managers and front-line employees are stronger and which are weaker.
Directly on completion of the test, a free C-SAT report is e-mailed to the participant.
Web sites: www.thedijuliusgroup.com and www.directopinions.com .
|
