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Posted: Fri Jul 23, 2010 11:55 pm Post subject: IT Customer Satisfaction
Are there benchmark target levels of customer satisfaction that I can advise my client to shoot for over a period of 2-3 years? My client is a US federal agency.
Joined: Mar 04, 2008 Posts: 1883 Location: Newcastle-under-Lyme
Posted: Tue Jul 27, 2010 6:53 pm Post subject:
They will be of little use to you, unless you can determine sufficient similarity in terms of scale, function, infrastructure, etc., and business objectives, and unless you can design sufficiently rigorous measurements that actually measure the same things. You also need to understand how these benchmark figures were arrived at in order to understand what they really mean. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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