When client satisfaction is accurately measured and acted on, it creates a continuous feedback loop that provides managers with current, relevant and actionable recommendations to improve service delivery. The managers help promote the improvements and celebrate successes.
Departments learn what clients value and how to meet expectations. Satisfaction and loyalty contribute to increased revenue generation (private sector), word-of-mouth referrals and a greater willingness to forgive service failure. Over time, the organization’s culture becomes more collaborative, client-focused and cost-efficient.