Customer loyalty greatly relies on customer satisfaction. Organization would be wise to develop processes that monitor leading satisfaction indicators and rerouting that information back to key users in ample time to take action depending on the results. The issue here however is deciding what to measure with these indicators.
A common suggestion is to first monitor late or incomplete shipments, these are viewed as the greatest cause of customer dissatisfaction. In spite of the importance of on time and accurate delivery, very few organizations have any idea about their record in this particular area. It is suggested that organization should begin by measuring the time between the offered delivery time and when the product actually arrives.
Also it is a good idea for the company to monitor customer complaints, disputes, returns, and claims. The organization will need to keep in mind that data will be enabling them to monitor an changes in order frequency as well.
Once the problems of these departments have been identified and noted the organization can then take steps to prioritizing the process improvements according to the areas of greatest concern. Often even slightly cutting down on customer defects can have a huge affect on profits.
Business Intelligence applications make relevant information easier to obtain, this makes it possible for organizations to generate customers for life by increasing the rate of customer satisfaction. Also due to the increase in customer satisfaction an organization will experience greatly improved cash flow partially due to payments no longer being delayed by claims and disputes.