What is Satisfaction Management?
For years managers have developed satisfaction indexes which serve as important business indicators. However, until recently these indices were often periodic snapshots primarily used to verify past performance. Due to the complexities of running a customer or employee survey, and the inherent delays involved in the processing and analysis of the data, seldom could managers count on having timely precise data to support their decision making.
Gustometria has revolutionized this science.
By eliminating the tactical challenges in traditional survey techniques, business owners can use constant detailed customer and employee feedback to drive management decisions. Three essential advantages of the Gustometria system convert the survey process into an extremely powerful management system:
- Gustometria is in real time.
- Gustometria is highly customizable, adaptable, and adjustable, in real time.
- Gustometria facilitates enormous levels of participation.
The importance of measuring in real time
When do you want to identify problems? Is discovering a problem three months after the fact good enough? Or would you prefer to find out before the customer walks out the door? Which alternative gives you the best chance of reacting and making course corrections effectively?
Problems that go undetected fester and turn into gaping holes in your profit & loss statement. However, if you can put in place an affordable and easy to use early warning system you'll be much better equipped to deal with small issues before the turn into major problems.
Gustometria's innovative solution allows you to measure and track satisfaction easily and affordably in real time. Our servers continuously collect and process your customers' opinions and perceptions. At any time you can login and analyze your current scores.
The importance of being flexible
With traditional survey systems, changing and adapting the survey is a complex and costly process. If you have to design and reprint new questionnaires, distribute them and then adapt tallying and analysis systems, often the work involved rules out adapting your surveys on a frequent basis.
However, with Gustometria you can adapt and change on the fly. If you detect an area of your business that is experiencing subpar performance, you can add a new section to your survey with detailed questions in a matter of minutes. For example, if you operate a restaurant and you notice that the beverage quality scores are below your stated objectives, you need to know why – now.
The answer is as easy as adding specific questions about variety, temperature or pricing to discover the issue.
The next step is to take corrective measures on a reduced scale and measure whether the proposed solutions will be effective. If the problem is with the selection of beers, add a couple of new brands for a couple of weeks. If the overall satisfaction scores and the specific detail questions improve then you know you're making progress. However, if nothing changes you go back and try another measure.
Gustometria enables businesses to identify, isolate, and resolve quality and perception issues in days – not weeks and months as with traditional systems. Businesses become much more responsive to customer needs and save significant amounts of money by vetting possible solutions before extending them to the entire organization.
The importance of high participation levels
No measurement system can provide sufficient ROK if it doesn't generate significant amounts of customer and employee participation. If you don't achieve at least a statistically significant sample size, the information you glean is worthless and will ultimately lead to completely erroneous conclusions.
Utilization of the Gustometria measurement system into your daily operational procedures will result in a tsunami of customer and employee participation.
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