TITLE

Customers Happy?

PUB. DATE
January 2000
SOURCE
Logistics & Transport Focus;Jan/Feb2000, Vol. 2 Issue 1, p14
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
A survey of over 1,000 British-based manufacturers reveals that 30% of companies admit to not measuring customer satisfaction. Of those polled, 35% cannot even guarantee on-time delivery 90% of the time, even though 30% use on-time delivery as a measurement of customer satisfaction. Although the majority of those surveyed believe that all employees should share responsibility for customer service, the survey also demonstrated that 40% of employees pass the buck for customer satisfaction within their company.
ACCESSION #
11511823

 

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