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The Five KPIs of Manager Value, Part 2: Customer Satisfaction

Do you ask customers what they think about your work? I mean, what they REALLY think?

Here are the three big lessons we learned from Susan's stories:

  1. High customer satisfaction (e.g., >4 in a 1-5 scale) was proven to help close renewal business
  2. Sharing KPI data with every department creates a culture of customer satisfaction
  3. Even a poor rating has high value as it can open a conversation to transform a customer relationship

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