Can't Get No Satisfaction?

Accounting Technology,  July, 2007  by Robert W. Scott, Editor

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One of the most appealing phrases from the reign of former New York Mayor Ed Koch was his smiling, "How'm I doing?"

Koch was conducting an informal poll of customer satisfaction every time the phrase left his mouth; although I was never sure he cared what the answer was. It was asking the question that was so powerful because so many people don't ask because they are afraid to find out the answer.

In June, Accounting Technology asked readers what were their most efficient means of measuring customer satisfaction. A clear divide emerged between resellers, who actively measure, and CPA firms, who seem inclined to wait until clients leave.

CPAs probably measure more than they think because they talk informally with clients and can sense unhappiness. And, the software reselling business is more volatile so there is more pressure on those organizations to stay in touch.

But measuring ...