The measures we use to assess customer satisfaction have evolved over the years. This session looks at the common – and some uncommon – ways of measuring how satisfied our customers are. We will explore a bit of history and examine how these measures are being used today.
There are many reasons why businesses either succeed or fail. This session will focus on one of those elements: customer satisfaction. The tools we use to measure customer satisfaction have evolved over the years. In this session we will examine some of the more common methods used for assessing satisfaction, identify potential traps and look at ways to mitigate possible issues.
Key takeaways:
1. A review of key methods used to measure customer satisfaction.
2. The ability to identify potential issues in your current approach, if you have one.
3. Pathways to create a more robust satisfaction measure and tie it back to customer profitability.
Currently, Greg is working as insights lead for Dairy MAX, a regional dairy council based in Texas. In this role he manages all business intelligence and market research efforts for the organization.
Prior engagements have included working with EY, Tableau, Global Knowledge, the Los Angeles Times, Guitar Center, Wilkin Guge Marketing and Omnitrans, a regional public transit provider in Southern California.
Prior to founding D1, Samir was a product leader at Microsoft , where he started the Microsoft Professional Program aimed at seeding the market with curriculum in data science and artificial intelligence. Samir’s D1 teams have supported clients in strategy and insights as well as in technology R&D, development, and integration of AI capabilities into existing applications. He has also spent time in Bolivia with the Peace Corps and is fluent in four languages. He graduated from the University of Michigan with degrees in economics and political science.
