posted on February 16, 2001 11:45:17 PM
Did you all get a chance to see that eBay is touting their Best-in-Class Satisfaction Award on the Announcement Board?
They report that Ebay consistently generates customer satisfaction scores higher than 8.0 on a scale of zero to 10 among businesses and consumers.
Now here's the rest of the story . . .
The award is presented by Satmetrix Systems, who measures customer satisfaction among their paying clients. Ebay paid them an upfront fee of $30K and a quarterly fee of $15K to tell them the good news!
posted on February 16, 2001 11:58:09 PM
ebaY received an award from a company it PAYS to provide it with customer service software - and just happens to fail to mention the relationship. This is an incredible farce.
http://www.satmetrix.com/home.html
EBay uses software developed by privately held SatMetrix Systems Inc. of Mountain View, Calif. Studies show that customer loyalty rises when a company responds quickly to a problem, says Andre Schwager, chief executive of SatMetrix.
"Partnering with SatMetrix Systems provides us with an ability to monitor the customer experience in real-time so we can continuously improve our services to our community." adds Whitman, "It is central to us achieving our customer satisfaction and organizational goals." Meg Whitman
So what kind of AWARD is this? How about a who paid us the most money this year award? This has NOTHING to do with REAL customer satisfaction - Rosalinda
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posted on February 17, 2001 12:03:28 AM
Kinda like vanity presses.
Seriously, though, I am quite relieved to understand that it was simply that eBay paid to be honored. Or got snookered into thinking they were being honored when really it was just a case of hardsell--never mind.
From what I have seen, overall, regarding eBay's customer service, ain't no way they are hitting those numbers. I was seriously starting to question my own grip on reality!
posted on February 17, 2001 04:45:11 AM
It show how quickly executives are removed from reality.
They have to have an outside company tell them if the customers are happy?
Why? Because the internal culture is already optimized to send lies up the company structure?
And what incentive does this consulting company have to tell them if they have a problem? Even less than an internal employee who would lie to his boss about it.
There are legitamite services that send a rating person into a place of business and report if the clerk is rude/if the place is clean/ if they got charged correctly. However
this does not sound like what they are buying. They apply formula to measure customer happiness. And 8 out of 10 is acceptable? How long would McDonalds last at a 80% customer satisfaction? 98% sounds more like a survival level. 99.9% sounds like a goal to shoot for.
