Measuring Customer Satisfaction P2P Create and post your Peer-to-Peer Thread by 11:59 pm (Central Time) of Day 5 of Week 4.
Please review and provide constructive feedback on at least one of your classmates’ threads for this assignment by 11:59 pm (Central Time) of Day 7 of Week 4. Points: 10 for completion of your thread and response to a peer’s thread.
Points are not awarded until the Check-in is completed. Your instructor will review the thread and comment as needed. Your points may be adjusted if your thread or response does not fully comply with the assignment instructions. Be sure to give this assignment some thought, as it will help you in completing your paper later this week. Managers understand that customer satisfaction leads to customer loyalty, and loyal customers drive growth, sales, and profitability.
However, measuring customer satisfaction can be a difficult task to accomplish. There are many different tools and practices used by businesses that try to correlate customer satisfaction scores with company growth and financial success. Instructions: Click here to access a pdf by Genroe (Australia) Pty Ltd. titled Net Promoter Score® – A Brief Introduction. Conduct additional research to gather information on tools used to assess customer satisfaction.
Analyze the results of your research to answer the following questions: Describe how customer satisfaction is related to repurchase intentions and loyalty Explain how measuring customer satisfaction can be used as a point of differentiation when attempting to attract new customers. Distinguish the differences between measuring customer retention rates and customer loyalty rates. Which one is likely to have a higher correlation to company growth, and why?
What inferences can be made when the use of two different customer satisfaction metrics results in different customer satisfaction ratings for each? Compose your answers with a minimum of one paragraph per question (minimum of 4 paragraphs total). At least one outside research source is required for this assignment. Cite your sources according to APA guidelines.
The guidelines for In-Text citations may be found here. Post your work to the appropriate Peer-to-Peer Discussion Board space. After posting, read Reviewing and Commenting Click for more options guidelines. Then review at least one of your classmates’ threads for this assignment and provide constructive feedback. There are excellent resources in your Communication TOOLBOX for understanding and improving your constructive feedback techniques.
Click Here and look for the resources with the “Evaluating” preface in the title. This rubric is a tool you may reference when providing constructive feedback on your peers’ posts. Peer-to-Peer Assignment Rubric Click for more options
*When you have completed the assignment below, here’s how to submit your Peer-to-Peer Thread: Click the title ‘4.1 – Measuring Customer Satisfaction P2P’ link. After the page opens, click Create Thread to add your entry. When finished, click Submit.
*For additional assistance with the skills used in this assignment, refer to the TOOLBOXES or click on the icons below
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