With all those new and complicated moving parts, didn't it occur to you that, sooner or later, something was bound to go wrong? And didn't it, usually? This is the principle behind the "Moving Parts Theory of Customer Satisfaction."
Data interpretation is tough enough without adding to the ambiguity with unknowns and “unknown unknowns”. When I see some customer satisfaction surveys, I hear that Rolling Stones refrain: “I can’t get no satisfaction.”
E-RM prefers to avoid the “S” word—satisfaction—in our quantitative customer "satisfaction" studies. That’s because it’s such a wimp-word; it packs no punch and is often abused (deliberately or otherwise) to show high ratings by applying it in an undemanding scale.
Communication and interaction are central to our business and yours. Let’s talk about your needs and how we can best serve you. Call Bart Zehren at 847/864-7159 or send us an email.