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  • Casual Articles - Customer Satisfaction is a Rearview Mirror

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    rmance and customer opinion, they are lagging rather than leading, like looking in the rearvi
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    What is the difference between customer satisfaction and customer loyalty?

    One package delivery company uses a regular survey to measure customer satisfaction: shipping volume (increasing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearvie

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    delivery company uses a regular survey to measure customer satisfaction: shipping volume (increasing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearvi

    Look Back, Look Forward and Learn
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    easing, decreasing or stable), error rate (packages lost, damaged or delayed), and customer rating (happy, neutral or upset).

    While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearvi

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    ting (happy, neutral or upset).

    While these indicators provide a valid snapshot of performance and customer opinion, they are lagging rather than leading, like looking in the rearvi

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    rmance and customer opinion, they are lagging rather than leading, like looking in the rearview mirror.

    The difference between customer satisfaction and customer loyalty is illustrated by these future-facing indicators now being used by the delivery company:

    1. Future business: How strong is your customer’s intention and commitment to do business with you in the future? (Absolutely – Maybe – Definitely not)

    2. Positive word-of-mouth: How vigorousl

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