Management Fix

By definition, Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities. (1)

Customers derive satisfaction on whether their need is met effortlessly, in a convenient way that makes them loyal to the firm. (2)

Management thinker Peter Drucker is often quoted as saying that “you can’t manage what you can’t measure.” Drucker means that you can’t know whether or not you are successful unless success is defined and tracked. With a clearly established metric for success, you can quantify progress and adjust your process to produce the desired outcome. Without clear objectives, you’re stuck in a constant state of guessing. “If you can’t measure it, you can’t improve it.” (3)

Without data, there is no information to be elicited and worked on. To enhance customer satisfaction, we must adopt pertinent indicators and measurement tools. However, they must not be used blindly: they must be adapted to each context and set of needs. (4)

Usual Suspects

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Sources…

Since we believe the Management Fixes are common and typical, every description is created and adapted from articles, blog posts, and definitions from other sources and authors:

(1) https://asq.org/quality-resources/customer-satisfaction (2) https://www.myaccountingcourse.com/accounting-dictionary/customer-satisfaction (3) https://guavabox.com/if-you-cant-measure-it-you-cant-improve-it/ (4) https://blog.smart-tribune.com/en/why-how-should-customer-satisfaction-be-measured (5) https://giphy.com/gifs/splat-nicksplat-the-amanda-show-3ohjVa3S2XLB2JfhAI