Crystal ball gazing

Recently I met with the general manager of a community-based leisure facility who wanted me to find out the satisfaction levels of her customers. We had a good conversation – discussing her needs – and whether I’d be able to help her. In due course she asked for a proposal and then said “Yes” to [...]

Take it on the chin sometimes….

Yesterday I came across a report of how a train company in England, First Great Western, had questioned a customer satisfaction survey that reflected negatively on it. The survey, carried out by consumer magazine Which?, said that satisfaction with First Great Western was 48%. First Great Western and others have criticised the survey for not [...]