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Talk to me…

February 11, 2011

At Kronos, we measure our customer experiences via survey and our customers are great at responding with the good, bad, and ugly. There are many factors impacting a customer’s experience with a technology services provider, but just based on my perusal of our December data, there’s a common thread spanning our “promoters” and our “detractors:”

“Promoters”* largely feel we were responsive getting back to them with answers to their questions.

“Got back to us in a timely manner.”

Detractors don’t.

“Please improve clearly communicating status with the client and timeliness of response.”

Your customers are waiting. Let them know what’s going on. They’ll reward you for it.

* “Promoters” score Kronos 9-10 out of 10 to the question, “How likely are you to recommend Kronos to a colleague or business associate?” “Detractors” score us 0-6.

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