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  • You have reached the Customer Satisfaction Dictionary within an evolving Business Excellence dictionary. In this dictionary, you will find not only the meaning of an Excellence term but also a discussion on practical application of the term. You can see the entire Dictionary here. This dictionary is growing with addition of two new terms every week. To take part in making of the dictionary, you may try to reply to the latest question mentioned here

     

    This page contains links to various discussion topics that relate to Customer Satisfaction.  This page was last updated on 11th November 2019. Please click on the links below to see the definition, and best reply to the application question. 

    • Net Promoter Score, NPS - Discussion - What will be your ranking for the five metrics (NPS, C-SAT, Churn, CAC, CES) as per order of importance for On-Field Credit Card Sales Process and why?
    • C-SAT (Customer Satisfaction Index) - Discussion - What will be your ranking for the five metrics (NPS, C-SAT, Churn, CAC, CES) as per order of importance for Performance of e-commerce website for electronic goods (only for the website) and why? 
    • Customer Churn Rate - Discussion - What will be your ranking for the five metrics (NPS, C-SAT, Churn, CAC, CES) as per order of importance for Performance of After Sales On-Site Service for electronic goods and why? 
    • Customer Acquisition Cost - Discussion - What will be your ranking for the five metrics (NPS, C-SAT, Churn, CAC, CES) as per order of importance for Performance of a classroom training provider of courses for working professionals and why?
    • Customer Effort Score - Discussion - What will be your ranking for the five metrics (NPS, C-SAT, Churn, CAC, CES) as per order of importance for Performance of a call center for credit card support services and why? 
    • Overemphasis on Voice of Customer - Discussion - While VOC is considered as a key starting point for business excellence, can  overemphasis on VOC be detrimental to business? 
    • Conflict between VOC and VOB - Discussion - What are some of the most common reasons that create a conflict between VOC and VOB?
    • Rejecting a Customer - Discussion - While customer may be akin to God in business world, not every customer is worth the time and effort. What could be some guidelines for customer rejection ? Use examples from industries that you are comfortable with.
    • Uselessness of Customer Satisfaction Scores - Discussion - While customer satisfaction is captured in most B2C  companies, the score that is obtained has questionable value.  (For this discussion, we will use B2C in context of large set of end consumers who buy products or services from retail directly) What are the methods one can use to make such satisfaction feedback more useful in B2C?
    • Type II Error - Discussion - Can Type 1 Error of one situation be considered as Type 2 Error in a different situation?
    • COPQ, Cost of Poor Quality - Discussion - While it is possible to go into details of the cost of poor quality, it is really worthwhile to do a painstakingly detailed assessment of this metric?
    • Defects - Discussion - Why some people prefer DPMO method and others prefer Defectives (Yield) method to calculate process performance. When would your prefer one over the other? 
    • Defectives - Discussion - Why some people prefer DPMO method and others prefer Defectives (Yield) method to calculate process performance. When would your prefer one over the other? 
    • False Alarm, Missed Alert - Discussion - While pursuing Business Excellence, given a choice, which error will you prefer over the other - A false alarm or a missed alert?
    • Internet of Things (IoT) - Discussion - How is Internet of Things changing our lives? What are some of the projected uses of IoT? 
    • Process Capability - Discussion - Differentiate between a stable process and a capable process. Is Process Stability supposed to be a pre-requisite for all type of processes?
    • SIPOC - Discussion - The SIPOC or COPIS is considered a useful tool by many. There are others who think it does not seem to serve any purpose. Explain the context of use and the benefits of SIPOC.
    • Stop Gap Arrangement - Discussion -  "Stop Gap" arrangements usually have a negative connotation to them. How are they different than the "Quick Wins" usually identified in the Define phase of a Six Sigma project?
    • Net Promoter Score - Discussion - The rating in Net Promoter Score is obtained as Ordinal data (rating scale from 1 to 10), but this data is later modified to three discrete categories (categorized as promoter, neutral or detractor). When Ordinal is a better type of data, why is Ordinal data converted to Categorical data?
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