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"If you cannot measure it, you cannot improve it." - Lord William Thomson Kelvin (1824-1907)

Measurement of Customer Satisfaction is a significant new addition to the ISO9000:2000 standard. Organisations certified to this standard are now required to identify parameters that cause customer satisfaction or indeed dissatisfaction and consciously measure them.

It has been known for some time now that there is a very strong link between customer satisfaction and customer retention. In the UK alone, businesses lose between ten and thirty percent of its customers each year. More often than not, these companies do not know which customers they have lost, why they were lost and importantly how much sales revenue or profit this customer decay has cost them.

Many companies, even more worryingly, place more emphasis on winning new customers which is far more costly than retaining existing ones.

From The Business Prophets™ at Haresoftware, we provide a professional consulting service to empower companies in measuring Customer Satisfaction either as an external service or to assist in setting up a new department from inception.

The Satisfaction Guaranteed!™ program provides:

  • Background Research
  • Service Gap Analysis
  • Process development or enhancement
  • Customer Satisfaction Surveys
  • Analysis and suggested improvement techniques and tools
  • Customer Lifetime Value analysis
  • Training

For further information contact The Business Prophets™ or for UK residents, call us on 0121 544 9290

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