Stepping Up Service: Measuring Customer Satisfaction

So you’ve been trying to improve the level of customer service in your organization, and you feel that things are starting to improve. But how do you find out if your changes are truly affecting your customers’ satisfaction? It’s time for some measurement! Ed Gagnon of Customer Service Solutions and Alan Jackson of The Jackson Group discuss the importance of measuring satisfaction, various methods for conducting your measurement, and some pros and cons for each method. They also end the show with their “Customer Service Experiences of the Month”, where they share an experience — either positive or negative — they had recently and what we can learn from them.

Ed Gagnon is the President of Customer Service Solutions, helping organizations develop long-term relationships with their clients and partnering with them to meet their core customer service needs. Learn more about Customer Service Solutions at

Alan Jackson is President of The Jackson Group, a survey and consulting firm specializing in employee engagement surveys, patient satisfaction surveys, market research studies and leadership development. Learn more about The Jackson Group at

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