Customer satisfaction remains the key to commercial success

Posted on November 1st, by editor in Caring Times. No Comments

Success is often in the eye of beholder ­ which includes service users as much as accountants. Sandra Lawes offers her guide to monitoring customer satisfaction Research has consistently shown that commercial success is linked with high levels of customer satisfaction. Even if a care home operator believes they are achieving excellent service, how can they be sure that their customers agree with them? Perception equals reality. Some people question whether it is necessary to monitor at all, falsely believing that those who are unhappy will complain. Laing & Buisson have carried out many thousands of independent surveys of care homes over a number of years and have considerable expertise in this field. Although monitoring customers¹ satisfaction requires investment, the alternative is not attractive. Professor Peter Doyle of Warwick Business School warns: “The purpose of a business is to satisfy the needs of its customers. A business that fails to do this in a competitive economy will not survive”. Regular

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