Customer Satisfaction Scores versus Profitability

One of the reasons why the inconsistency between customer satisfaction indices and profitability index is because there is a likelihood that the scoring system is sometimes skewed by the embers of staff who are overzealous, who are in turn rewarded by high marks when it comes to customer satisfaction. Under normal circumstances, the high customer service scores tend to be an endeavor for most businesses, including vital industries such as the healthcare industry. They may engage in practices such as brainwashing the customer to make positive comments. In such cases, the satisfaction index will not correlate the profitability.

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