Pinnacle has just completed an in depth study using the commentary from the 50,000 plus interviews we completed in 2011. The results of this project will be made public soon but we wanted to share a key element that we learned from this study.
Though many areas were studied, one item impacted the performance in several categories – the Friendliness and Kindness of Staff. This is the main contributor to the following vital areas of your company:
- If your customers are likely to recommend your facility to others
- If your customers are likely to recommend your facility to others despite a sub-par experience
- If your customers are unlikely to recommend your facility to others
With the economic challenges facing all of us today, focusing on the Friendliness and Kindness of Staff will pay huge dividends when it comes to customer satisfaction.
We would love to hear your thoughts on this subject.
Rich Goaslind
Pinnacle Quality Insight
www.pinnacleqi.com
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