Maximizing the value of customer feedback

Article Abstract:

A Technical Assistance Research Programs, Inc. survey reveals that despite spending millions of dollars on voice of the customer (VOC) feedback, companies fail to improve their profits. Inefficient data collection procedures, inconsistent classification systems and failure to perform effective analysis are some of the problems in most of the VOC company programs. The integration of data sources, fast feedback channels, companywide incentives and formal systems for tracking the VOC influence are some of the ways to enhance the VOC process.

Business enterprises

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All talk

Article Abstract:

A survey of corporate executives indicates that US firms have yet to fully satisfy customer expectations despite substantial investments in quality improvement. Although 84% of the respondents realize the importance of customer satisfaction, only 21% think that their firms are meeting this criterion. Senior managers are also more likely to believe that their firms are performing well compared to middle managers.

Services, Corporations

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Survey of auto executives reveals widespread pessimism

Article Abstract:

Article presents highlights of a KPMG survey of executives of top automakers and suppliers. The survey reveals that the North American automotive industry is facing its toughest market in five years.

North America, Automotive industry

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