Adoption Evidenceby The Art of Service

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How to measure customer satisfaction measurement adoption after an implementation

Whether customer satisfaction measurement is actually happening now, expressed as a number you can put in front of management.

What good looks like, so there is something to measure against: Feedback is asked for on a sample rather than every ticket, someone owns reading it, and low scores produce a call rather than a chart.

Ask the people doing the work, not the system. A tool reports what was typed into it, which is a claim about the tool. Whether customer satisfaction measurement is followed is a fact about the team, and the team is the only source for it.

Ask the same question again a month later. One measurement is an opinion with a decimal point. Two measurements taken the same way is the first thing anyone can act on.

Where the records help: a satisfaction, feedback score or rating column with enough responses to be worth reading. That is what a reconstruction reads, and it is also the cheapest ongoing check that the survey answers and the system agree with each other.

Do this with Adoption Evidence

One engagement free. Curate the questions, baseline the team, and generate a report where every number traces to a response or a file. No card.

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