Comments on: Measuring Customer Satisfaction, the SMB way http://gadishamia.wordpress.com/2008/04/01/measuring-customer-satisfaction-the-smb-way/ * a la: (French) like, in the manner of or style of something. Fri, 01 Jan 2010 07:18:32 +0000 http://wordpress.com/ hourly 1 By: Gadi Shamia http://gadishamia.wordpress.com/2008/04/01/measuring-customer-satisfaction-the-smb-way/#comment-668 Gadi Shamia Fri, 22 May 2009 20:49:48 +0000 http://gadishamia.wordpress.com/?p=78#comment-668 I think you want to calculate it every year at the minimum and possibly every quarter for a subset of your customers. It does change by industry but at the end of the day the question is generic enough that it can be helpful in every industry. I think you want to calculate it every year at the minimum and possibly every quarter for a subset of your customers. It does change by industry but at the end of the day the question is generic enough that it can be helpful in every industry.

]]> By: Rebecca Gill http://gadishamia.wordpress.com/2008/04/01/measuring-customer-satisfaction-the-smb-way/#comment-667 Rebecca Gill Fri, 22 May 2009 19:08:21 +0000 http://gadishamia.wordpress.com/?p=78#comment-667 I really like the NPS formula. The only point I would question is the frequency to calculate. I would image this changes by industry and if company is B2B or B2C. I really like the NPS formula. The only point I would question is the frequency to calculate. I would image this changes by industry and if company is B2B or B2C.

]]> By: How to measure a good SaaS company « a la 360 by Gadi Shamia http://gadishamia.wordpress.com/2008/04/01/measuring-customer-satisfaction-the-smb-way/#comment-522 How to measure a good SaaS company « a la 360 by Gadi Shamia Sat, 27 Sep 2008 22:25:53 +0000 http://gadishamia.wordpress.com/?p=78#comment-522 [...] test the rest- happy customers, motivated employees, strong industry, high willingness to recommend and everything else you would normally test with any other company.  The above is not a complete [...] [...] test the rest- happy customers, motivated employees, strong industry, high willingness to recommend and everything else you would normally test with any other company.  The above is not a complete [...]

]]> By: Runsmall http://gadishamia.wordpress.com/2008/04/01/measuring-customer-satisfaction-the-smb-way/#comment-479 Runsmall Sat, 19 Jul 2008 07:06:02 +0000 http://gadishamia.wordpress.com/?p=78#comment-479 <strong>Net promoter debunked...</strong> Small business guru Gadi Shamia has written about Net Promoter scores as a key metric for small businesses. Net Promoter is certainly very popular. Every web survey I have seen in the last year has included the Net Promoter question... Net promoter debunked…

Small business guru Gadi Shamia has written about Net Promoter scores as a key metric for small businesses. Net Promoter is certainly very popular. Every web survey I have seen in the last year has included the Net Promoter question…

]]> By: How not to Measure Customer Satisfaction « a la 360 by Gadi Shamia http://gadishamia.wordpress.com/2008/04/01/measuring-customer-satisfaction-the-smb-way/#comment-450 How not to Measure Customer Satisfaction « a la 360 by Gadi Shamia Wed, 09 Apr 2008 00:58:51 +0000 http://gadishamia.wordpress.com/?p=78#comment-450 [...] not to Measure Customer Satisfaction Posted April 8, 2008 Last week I wrote about measuring customer satisfaction using only one powerful question. Between then and now I was approached by two companies to gauge [...] [...] not to Measure Customer Satisfaction Posted April 8, 2008 Last week I wrote about measuring customer satisfaction using only one powerful question. Between then and now I was approached by two companies to gauge [...]

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