Is Customer Satisfaction a Good Measure?

by Robert J. Benson, Tom Bugnitz, Bill Walton

We have recently been exposed to clients who use customer satisfaction surveys to determine how well IT is performing in the eyes of the business. In one case, the survey results were tied to the compensation programs for IT and were a significant influence on management and employee pay levels for the next year. In another case, customer satisfaction results were used defensively in the face of management questions about budget and staff increases: "We're doing a great job, so give us more resources to do more of it."

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Is Customer Satisfaction a Good Measure? 5 October 2005