Customer Satisfaction Measurement Best Practices: Using Online Survey and Feedback Tools Throughout the Entire Support Continuum To Enhance Customer Loyalty
by Lynne Taddeo, Program Manager, Customer Experience - Expedia, Inc., &
Brett Tucker, Client Services Manager- NetReflector, Inc.

According to Gartner, 95% of enterprises discover the cause of a customer’s defection only after it’s too late. With 550,000 telephone and email support inquiries each month, Expedia knows a company needs to consider its support function as a strategic advantage to ensure high customer loyalty. By integrating the customer’s voice into its internal processes, Expedia shows how a company can stay in touch with its customers' needs, attitudes, and preferences in real time, and turn them into long-term sources of recurring revenue. Expedia has increased response rates from 3% to 12% and reached a 10% improvement in customer satisfaction with support within six months of implementing online survey and feedback tools throughout its entire support continuum.

In this presentation, Expedia and NetReflector present a step-by-step, best practices approach to real-time customer satisfaction measurement in a contact center environment, showing how you can translate real-time customer data into actionable information you can safely base corporate decisions on.