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I’d be embarrassed to work here

90%Check out this ad for a bank bragging about “90% customer satisfaction.”

How is having 10% of your customers unhappy something to be proud of?

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Comments

  1. Jeremy January 21, 2012 at 5:52 pm #

    Usually love your posts, not this one. Think you are being too harsh. It is difficult to make everyone happy and saying, ‘hey man, we work hard and we have almost everyone happy’ is pretty authentic and credible. Besides, if they said 100% you wouldn’t believe them. Maybe say..we are doing great and are driving even higher, but this is focusing on glass half empty…or 10% empty, i guess.

  2. Mikal January 21, 2012 at 6:03 pm #

    I take a somewhat different view (although your point is well taken). In this day and age, I’d venture to say that the overwhelming majority of businesses, when their customers are surveyed, would report much lower numbers than the one you cited here. That being the assumption, I see an organization here that is keen about keeping it’s employees and customers jointly in the know about what it’s accountable for (another big assumption… that the cited firm would like to see the number improve considerably).

  3. Tim January 23, 2012 at 3:10 pm #

    I couldn’t help my self but take a photo of a ‘certificate’ in a major hospital here in Melbourne, when i had to take someone there recently.
    It read:

    Hospital Name, “Certificate of Achievement Awarded to WARD 6 WEST”,
    “On the 15th of April”, “In recognition of obtaining 74% Compliance in the 5 Moments of Hand Hygiene.”

    Are you kidding?! Only 5 things to get right and they missed more than one!

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