No surprises really here but what I do find incredible is that all call centres have a ready-made and simple-to-collate method of assessing a lead indicator of customer satisfaction through understanding what is the style and nature of the communications recieved from customers through demand analysis.

For example, assessing how many times a customer has to contact the centre to achieve the simplest of tasks may beone method - when we have done similar stuies we find up to 70-80% of inbound calls could have (and should have) been avoided - think of the capacity opportunities.....

If a customer has to consistently chase and not get 'first time fix', doesn't take a genious to establish what their satisfaction level might be - the customers perspective on the organisation will then be merely enhanced by someone asking 'was it good for you!' No surprise traditional methods achieve the numbers quoted in the article.....

Colin