As I approach Lexington coming north on Route 11, a billboard brags, "No one's perfect, but we come close. 92% customer satisfaction."
Every time I see that sign I think: (1) nearly 1 in 10 customers is unhappy; and (2) since when is a "B" "almost perfect?" Why would a company brag about that?
I think this firm has confused employee goals with customer goals. Maybe 92% sounds good internally, on an easel set up in the company cafeteria. An improvement goal of 93% within 6 months might sound even better. But the general public will not be impressed by 92% when nearly 1 in 10 of them are unhappy.
"Absolutely right," says Virginia. "Customers want to see 100%, or 99.9%, something way up high."
"Disconnect," I say. "If they see a company happy with 92%, they'll go looking somewhere else."
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