I support Laserjets for corporate clients for a well known printing company. Both color and mono, through a 3rd party company contracted to take the calls. Previously i've supported the smaller consumer based printers before that with the same client. Our quality standards for customer satisfaction are as follows.
Our grading is based on a scale of 1-5 where( 5 == most satisfied) Our contract states we must have at least ~65% satisfied customers (4's and 5's) and ~10% dissatisfied customers( 1's and 2's).The remaining 3's are our worst enemy so far. It usually means the issue is resolved technically, but we didn't go the whole 9 yards with our customers and make their experience stand out.
If you're looking for a static solution to get satisfied customers, it's next to impossible. I've yet to see any practice that works best. Our ideas and incentives to maintain high standards in customer care are constantly changing since none of them work, or atleast not for long.
Slashdot Mirror
What is a google?
I support Laserjets for corporate clients for a well known printing company. Both color and mono, through a 3rd party company contracted to take the calls. Previously i've supported the smaller consumer based printers before that with the same client. Our quality standards for customer satisfaction are as follows. Our grading is based on a scale of 1-5 where( 5 == most satisfied) Our contract states we must have at least ~65% satisfied customers (4's and 5's) and ~10% dissatisfied customers( 1's and 2's).The remaining 3's are our worst enemy so far. It usually means the issue is resolved technically, but we didn't go the whole 9 yards with our customers and make their experience stand out. If you're looking for a static solution to get satisfied customers, it's next to impossible. I've yet to see any practice that works best. Our ideas and incentives to maintain high standards in customer care are constantly changing since none of them work, or atleast not for long.