the importance is not clear
Satisfaction surveys can hide the importance of people,For example choosing a mortgage is often very influenced by counter staff in a bank or building society,Research with customers at the critical stage, where they have received a quote but not yet signed a document,shows that their interaction with the mortgage provider's representative is the biggest single influence on their choice.It is bigger then perceptions of the products and fees,which are often the subject of the brand's advertising and fees, which are often the subject of the brand's advertising and communications.Yet in the same research conducted after the same research conducted after the loan is given,customers may have forgotten the good customer service they received and may focus more on general brand impressions. If you conduct your research at that point and this is often the case-the very important role that your staff have played will not be clear.