By the Stats: Survey Reveals Customer Satisfaction, Recruitment, Training Findings

In a forthcoming research report from The Ascent Group, the management consulting firm delivers results from a survey taken on management training and customer interaction. The company released findings from three key questions.

1. How do companies gauge customer satisfaction?

* 59 percent conduct external customer surveys

* 17 percent conduct call monitoring

* 7 percent conduct complaint analysis

* 7 percent track first-call resolution, and

* 10 percent don’t measure customer satisfaction.

2. Which channels are most successful for recruiting?

* 25 percent company Web sites/Intranets

* 24 percent print ads

* 14 percent employee referrals

* 13 percent Internet job boards

* 13 percent job fairs

3. Which are the most effective job aids and training tools?

* 43 percent company Intranets

* 14 percent company “cheat sheets”

* 14 percent video examples of good and bad service

* 14 percent special topic workshops or seminars

* 5 percent simulation.

To request a copy of the complete report, go to www.ascentgroup.com/RegisterTrainingWP.html