| Quasar is a set of measurement and analytic
techniques designed to allow companies to comprehensively assess
customer satisfaction. Quasar dynamically allocates interview time
according to the level of satisfaction manifested by a customer.
Therefore, satisfied customers have brief interviews while
dissatisfied customers have an opportunity to explain why. Quasar
contains an extensive battery of common reasons for customer
dissatisfaction that allows service delivery and product related
problems to be fully diagnosed and rectified.
How Quasar Works
The Quasar measurement system begins by identifying points
of contact between a company and its customers (e.g., inquiries, order
placement, product delivery, maintenance, invoices). These contact
points are known as Service Episodes. Separate survey modules
are designed to assess each Service Episode with respect to three key
areas of customer satisfaction: Accessibility, Process and Outcome.
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Accessibility
These measures determine whether customers are
satisfied with their access to a company�s services,
information, products and support. These measures could include
the extent to which customers are able to obtain information
about products, place orders for products, obtain account
balances, and so forth. Quasar Accessibility Measures also
include objective time measures to allow your firm to clearly
establish service delivery goals. Accessibility measures gauge
the extent to which a company has adequate staff and facilities
to address the needs of its customers in a timely fashion.
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Process
These measures determine how satisfied customers are
with the way products or services are delivered. These include
measures of the three cardinal H�s of customer service:
Helpfulness, Hassle and Hustle. Process measures are designed
for each operational unit within the company to permit
actionable measures of service process.
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Outcome
These measures assess satisfaction with the final
deliverables of a Service Episode. These range from measures of
satisfaction with the information provided to an initial inquiry
to satisfaction with the final product delivered. Quasar Outcome
Measures are often among the most crucial determinants of
overall customer satisfaction. |
Prioritizing Sources of Customer Dissatisfaction
Quasar also permits a company to determine the relative
importance of various aspects of service delivery as determinants of
overall customer satisfaction. Using proprietary techniques, Quasar
identifies what types of service delivery or product problems are most
likely to result in the loss of a customer and which are only minor
irritants. This helps determine which remedial activities are most
urgently needed within a company.
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