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Rewards on customer satisfaction survey responses

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-Is it generally a good idea to base employee compensation and rewards on customer satisfaction survey responses? Why or why not?

-The cost of service failures includes more than simply the cost to redo the service. Customers experience increased time and changes in attitude. In fact, two customers who experience the exact same type of service failure may experience different costs of time and changes in attitude. For example, a waiter may mix up the food orders for two customers-one may find the wrong food acceptable, but the other may demand it be redone. Why is that?

3) Should service providers ask customers what would be required to remedy a service failure, as opposed to having the employee or company policy determine what an appropriate service recovery would be? Why or why not?

Reference no: EM132800478

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