What do you know abofut the satisfaction levels of your customers? Are they satisfied on all levels? You have to ask them to get the picture. You have to execute on their complaints to get grip on the satisfaction levels.
Levels of satisfaction
A customer could be satisfied with the software but not with the way you deliver solutions. Customer satisfaction is based on how well you perform on several levels. Measure customer satisfaction on the following levels will give you a good picture:- Functionality of the software
- Response times on Reported Support Issues
- Way of approach by Support Analyst (communication)
- Quality of the solutions provided (Bad fixes)
- Quality of the Self-Service options