Measuring Customer Satisfaction at American Express
American Express is a world wide travel related service company. American Express works with both consumers and business with their financial planning as well as offers numerous amounts of credit card products and travel assistance. They have many products and services that are used throughout the world by consumers and businesses. As American Express moves towards the future, like most credit card companies, they want to be competitive and responsive to the needs of the consumer.
American Express sends out customer service surveys to the card members that call in to the telephone service center. The surveys are sent out randomly with a coding on the bottom of the survey so that the results and comments are given back to the correct employee. The employees are aware that any card member that they speak to could receive a survey. With this said, each employee goes through extensive training on the telephone behaviors that must be demonstrated while speaking to card members.
The employees also go through extensive training on the policies and procedures that each card product and service has. This training is to ensure that each card member is handled with the most utmost professional behavior and their issues are handled correctly.
Once the surveys are returned to the company, they are returned to the Customer Satisfaction Action Team. This team reviews the surveys, separates them by employee and then by the results.. The results are separated by "Excellent" and "Very Good" and then "Fair" and "Poor" marks. The card members that score a "Fair" or "Poor" mark on the survey is called back by one of the team members and the issue is discussed further to find out why the survey was marked that way. The comments that the card members make...