>
f525d317-d8d0-4787-8cf9-ea6636c97...@r5g2000yqc.googlegroups.com on 1/6/12
> 3:19 PM:
>
> ...
>
> >> From your own links:
>
> >> <
http://www.strategy-business.com/article/8146?gko=183f8>
> >> -----
> >> There's no question that satisfaction measurements can be
> >> valuable.
> >> -----
>
> > "They allow customers to vent frustrations. They can highlight
> > problems with product quality and customer service." Yay.
>
> Yet you claim they are useless.
>
> You are wrong.
>
> As noted: you like to pretend to be knowledgeable in areas you are clearly
> clueless in. Maybe that is what "cc" stands for?
>
> >> And based on your links, you concluded:
>
> >> cc:
> >> -----
> >> Customer satisfaction surveys are useless
> >> -----
>
> > I consider ZERO correlation with customer purchasing behavior to be
> > useless.
>
> Again: you took one claim from one of the several links you pointed to and
> have shown you have no understanding of the broader picture. Nobody is
> denying that the sentence you keep referring to exists -
Exists in multiple documents, I assume is what you meant.
>
> > Apple's high customer satisfaction rating has ZERO correlation on
> > their customers' purchasing habits
>
> So you think but you say that without decent support. Again: nobody is
"An even less reliable means of gauging loyalty is through
conventional customer satisfaction methods. Our research indicates
that satisfaction LACKS A CONSISTENTLY DEMONSTABLE CONNECTION to
actual customer behavior and growth."
http://www.netzkobold.com/uploads/pdfs/the_one_number_you_need_to_grow_reichheld.pdf
Hmmm no connection between customer satisfaction and actual customer
behavior or growth.
"To address the loyalty question, consultants often persuade companies
to spend time and money trying to ensure that they know precisely how
pleased their customers are. Theoretically, this is vitally important
information. EMPIRCALLY, however, IT CAN BE OF LITTLE WORTH."
http://www.businessweek.com/managing/content/jun2009/ca20090619_272945.htm
Hmm, empircally customer satisfaction surveys can be of little worth,
or worthless.
"But as a leading computer software company has learned to its
surprise, satisfied customers aren’t necessarily good customers.
Indeed, the company discovered in a recent survey that there was NO
CORRELATION between customers’ satisfaction scores and their actual
purchase behavior."
http://www.strategy-business.com/article/8146?gko=183f8
Hmm, no correlation between customer satisfaction and actual purchase
behavior.
"MYTH: Customer satisfaction influences business performance.
FACT: Market-perceived relative quality, NOT CUSTOMER SATISFACTION,
is correlated to profitability."
http://www.geonorth.com/blog/marketing/exploding-the-myths-of-customer-satisfaction-measurement-0
Hmm, customer satisfaction does not influence business performance.
Hmm, customer satisfaction surveys are useless.
So I have five sources so far and you have none. If you have a problem
with the sources, please state the reason and I will be happy to
provide more.
So who should I listen to, Snit (The Prescott Computer Guy, ya'll!),
Hadron (limp-wristed, self-proclaimed C expert who doesn't know what
undefined behavior, an intro level concept, is), and DFS (too busy
posting bugs to read links, on another hiatus pretending like someone
gives a shit, or molesting his poolboy), OR the multiple sources from
actual researchers who disagree with them?
You can call me functionally illiterate all you want, but the fact
remains that there is no correlation between customer satisfaction and
purchase behavior, and two of the sources I posted called customer
surveys either empirically worthless or useless. Feel free to post
some research that contradicts the above.