Tag: benchmarking

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Benchmarking: Food & Beverage Call Centers Rate Highest In…

Based on extensive benchmarking data that we have gathered at The Center For Client Retention, Food & Beverage call centers rate higher than other industries in demonstrating appreciation to their consumers.  Other industries included in this comparative data are healthcare, beauty-care, pharmaceutical, consumer packaged goods companies and a broad category of miscellaneous industries. How much …Continue Reading

What Your Net Promoter Score Doesn’t Tell You

What Your Net Promoter Score Doesn’t Tell You

I recently had a client ask me, “Why did my Net Promoter Score stay the same while my overall satisfaction numbers went down?”  Good question.  The Net Promoter Score (NPS) is based on a simple question: How likely are you to recommend the company to a friend or colleague?  This yields an easily understandable metric …Continue Reading

Customer Comments on Social Media Sites Continue to Increase

Filed in Blog, Customer Service, Social Media by on August 1, 2012 0 Comments
Customer Comments on Social Media Sites Continue to Increase

And Other Key Findings from the 2012 TCFCR Social Media Benchmarking Study One in four consumers who contact a consumer affairs department to either register a complaint or ask a question are also posting comments on social media sites. This is a significant increase compared to a year ago when the number was one in …Continue Reading

Have Your Own Staff Mystery Shop Your Competition

Filed in Blog, Customer Service, Hospitality by on July 11, 2012 0 Comments
Have Your Own Staff Mystery Shop Your Competition

Most large retail chains and restaurants employ mystery shoppers. These services can be helpful for evaluating if frontline associates are following proper procedures, being polite and treating customers in a professional manner. But while they can be wonderful measurement tools, they are not necessarily effective at improving the establishment’s processes or training programs. Getting your …Continue Reading