Measuring operations and satisfaction in a quantitative manner is key to incorporating customer satisfaction issues into financial management decisions. By integrating customer satisfaction issues and financial management decisions, the operations manager is adding value to the long-term goals and increasing the efficiency of customer relationship management, and, by extension, providing a competitive edge for the company.
Click the link below to watch a video by Jamie Thorpe, Head of Relationship and Commercial at Grass Roots Measurement.
In the video, pay attention to the benefits of using performance measurement techniques, such as mystery shopping and customer satisfaction surveys. Then, in your paper, address the following questions:
- What are some of the quantitative and qualitative performance measurements used to help differentiate the customer experience?
- How can these measurements be used to improve not only operational performance but also financial performance?