| Satisfaction Rating Between 1 and 3* | |
|---|---|
| Main Themes | Group |
| Poor Employee Attitude | Female Respondents |
| Inaccurate or Confusing Information | Older Respondents |
| Satisfaction Rating Between 8 and 10* | |
| Main Themes | Group |
| Increase Response Resources | All Respondents |
| Better Information Sharing (e.g., Customer Forum) |
Younger Respondents |
Reviewing thematic comments of the target groups will provide specific ideas for improvement and corrective efforts. This is a rich source of information that many managers overlook. The dissatisfied customers want something fixed (before you lose them), while the satisfied customers want something that you do well to be improved or expanded (whatever you do best, you can always do it better).
* 10-point Rating Scale: 10=Excellent, 1=Terrible