Before you put a great amount of time and money into a plan to improve customer satisfaction, consider this:
A recent survey found that the most important factor affecting satisfaction was how long customers must wait. In fact, waiting had twice the impact of factors like friendly and knowledgeable reps and the range of products offered.
To keep customer satisfaction high, you may just need to answer calls faster or get products out the door quicker.
Customers usually can't or won't pinpoint when they get frustrated with waiting. Rather than question customers about their waits, ask in your next survey what they'd like faster: ordering, answers to inquiries, or product delivery.
