Customer service is service that delights the customer. Simply satisfying a customer does not necessarily make a loyal customer.
A major problem in most customer service programs lies in determining how to measure the extent of a customer's satisfaction. There are four common tools used in today's measurement system: written surveys, telephone surveys, face-to-face meetings, and Web site surveys. Working together, they provide significant feedback for refining and improving the customer service program.
The key point to remember about measuring customer satisfaction is that dissatisfied customers often do not express their dissatisfaction—they simply leave. Hence, a superior customer service measurement program is one that is constantly tested and improved to capture current feedback and keep the customer coming back.