How to Evaluate Customer Satisfaction
Given the
current condition of the ISO marketplace many ISOs tell us that they
spend a lot of time working on retention of their existing base,
either to increase their on-going residual payments or to improve
their leasing company's fall-out. In addition, we see ISOs attempting
to make customer support and service the key elements of their
competitiveness, rather than price. Before you can measure customer
satisfaction, however, you need to establish performance
measurements. If your office is struggling with this issue, we may
have something that will help, and its free.
An on-line resource from the U.S. Government (http://www.iini.gov/PBM/handbook) will help walk any business through the process. The overview section details an 11-step process for measuring performance, including mapping current processes and determining whether they are effective. Once you have determined performance measurement criteria, the guide details how to collect performance data and review results. You can download the entire handbook in a PDF version for printing. (You'll need to download Adobe Acrobat reader.)
