LAS VEGAS, NV./ PR-Newswire/ - In a time when most companies are experiencing a significant downturn in consumer spending, Nevada-based Competency Management Incorporated® (CMI, www.cmihr.com ) assessed how companies measure and handle customer satisfaction. Historically customer satisfaction is an excellent predictor of both consumer loyalty and spending. Surprisingly their global surveys found almost half of the respondents’ companies never, or rarely attempt to, look directly at customer satisfaction!

Dr. Jeff Daum, CEO of Competency Management Incorporated®, said that they decided to host a survey out of interest to see how organizations were reacting to the economic downturn. The surveys were responded to by management individuals from more than 40 countries, representative of public and private, for profit and not-for profit organizations of all sizes. (A shortened public version of the survey can be found at http://www.competencymanagement.com/cs/ )

Key outcomes from Competency Management’s study include: only 10 percent of the companies considered their own organization to provide the best level of customer service as compared to their direct competition and only 25 percent feel their organization takes clear action to ensure customers are satisfied. Additionally a third said that they do not make any effort to let employees know if customers are satisfied. Contrast those results with the fact that 95% of respondents (on both the CMI hosted and public surveys) felt they can personally make a difference in customer satisfaction. Dr. Daum commented that it appears organizations are missing a big opportunity at a time when they need it the most.

ABOUT CMI

Competency Management Incorporated® is a global human resources firm whose services include executive assessment, employee and customer surveys, selection and testing programs, job analysis, validation, structured behavioral interviews, team development, OD, 360 appraisals, customer service programs, and EEO litigation support. The company maintains industry-specific benchmarking databases for automotive manufacturers and suppliers (covering customer satisfaction, quality and employee retention); Healthcare (covering employee satisfaction, work load, customer service); Energy, IT and pharmaceuticals (covering global leadership effectiveness); and retailers (covering customer satisfaction and employee retention).

Additional information on Competency Management® range of customer satisfaction programs and services can be found at http://competencymanagement.com/q3.shtml.


CONTACT:

Susan Frank
Director Public Relations
voice: 313.885.4421
email: sfrank@cmihr.com
web: www.cmihr.com