How does the company currently measure customer satisfaction?

Interview a customer service professional about their business. 

Write a 1050- to 1400-word write-up in which you summarize and reflect on your interview.

Consider asking some of the following questions in your interview:

  • How does the company currently measure customer satisfaction?
  • What are the problems with measuring customer satisfaction with that method?
  • Does the company have a formal customer retention program? An informal program? How well do they work?
  • How can technology improve customer service?
  • What experiences do customers share when they call your company’s customer service number?
  • What technological elements do you consider to be the most important in building customer loyalty?
  • How can your web site make the customer service experience more enjoyable or user-friendly?
  • Has your web site improved customer satisfaction, retention, and loyalty?
  • What percentage of your customers still prefers a live representative on the phone or to come to the company in person?
  • What, if any, emerging trends is the company exploring for customer service? How will the company harness those trends?
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