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Pastimes : SI Beta Site Launch - 7/01/99
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To: jbe who wrote (1632)8/10/1999 2:14:00 AM
From: greenspirit  Read Replies (2) of 2340
 
Joan, two great posts. One thing they brought to my mind is the question; how do you measure customer satisfaction?

There have been quite a few books written related to this subject. The belief most experts are moving toward today is predominately in two ways:

1. In order to measure customer satisfaction, you must measure customer dissatisfaction. Are the customers dissatisfied with the new web site design? Tough to tell completely with the limited data we have to go on, but I would suggest the dissatisfaction index has risen since the migration to the new SI. The rule of thumb is that if ten people have a complaint, one will tell you about it.

2. The second way is to talk one-on-one with your customers. Those other web-sites you mentioned haven't a clue how to effective lead and manage a growing web site if they're not listening to their customers. I would suggest the reason SI has always been the most popular place for learned and intelligent people to visit, is because Brad, Jeff and Jill listened to the customers from the beginning.

Although Bryan has done an excellent job of late, I'm not convinced the management team at Go2net truly understands the importance of continuous dialogue during this time of change. A truly customer focused organization would turn to answering the posts on this thread "first" and not as a sort of 2Am "Ok now I should do this drudgery, I hope I can keep my eyes open task".

Just some musings...

Michael
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