customer satisfaction

Articles

Hoarding: How to Prioritize Features to Clean Up the Clutter
Hoarding is an incredibly common—but usually unnamed and invisible—phenomenon in corporate software development. If you’ve been doing agile for a while, you are no doubt aware of the cost of hoarding and you’ve probably removed much of it, but what happens when you aren't doing agile yet? Clarke Ching explains how to counter hoarding by prioritizing the right features.
Is This a Good Survey? Yes ( ) No ( )
Don't just shoot for yes or no answers from your customers, give them the opportunity to really share their feelings from their interaction with you. Areas where improvement is needed, or where praise should be given, will be far easier to spot, thus allowing you to really make valuable changes.
How to Cope with Troublesome People
Dealing with difficult people should not be a skill that only some possess. There are difficult people in almost any project or office, and your inability to work with them could hold back the entire team. Taking the time to learn exactly why someone is difficult could be the solution.
How Customers Describe Negative Experiences
Customers are quick to voice their displeasure after a negative experience, but they're also quick to embellish the level of their displeasure whether they know they're doing it or not. Learn how to control the wildfire-like spreading of bad reviews by ensuring you put out those fires masterfully.

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Better Software Magazine

Customer Satisfaction: What to Ask, How to Ask, and Who to Ask
Improving customer satisfaction should be a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them. Here are techniques for creating a useful survey and interpreting the results.

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