January 2, 2010

U.S. customers said they wanted companies to measure the following elements of service:

Has knowledgeable employees (65% of survey respondents said this. And they said knowledgeable means “answering my questions without putting me on hold, searching for someone, or transferring me.”)

Addresses my needs on first contact (64%)

Treats me like a valued customer (62%)

Demonstrates desire to meet my needs (54%)

Can quickly access information (49%)

Is good value for the money (49%)

Has courteous employees (45%)

Is a company/brand I can trust (43%)

Treats me fairly (38%)

Provides relevant/personalized service (31%)

Your clients and donors want all this, too. But do you provide it? How does your organization compare to these service demands?

(Source: Convergys 2008 U.S. Customer Scorecard. From Harvard Business Review, September 2009.

About Simone Joyaux

A consultant specializing in fund development, strategic planning, and board development, Simone P. Joyaux works with all types and sizes of nonprofits, speaks at conferences worldwide, and teaches in the graduate program for philanthropy at Saint Mary’s University, MN. Her books, Keep Your Donors and Strategic Fund Development, are standards in the field.

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