Satisfaction trends matter more than points. A thirty-four-hour Friday trend day finds the direction.
A IPTV reseller in Germany spends thirty-four hours on the third Friday of every month analyzing satisfaction trends.
He analyzes: satisfaction trend by tenure (8 hours), by plan type (8 hours), by support tickets (8 hours), by usage (5 hours), and by acquisition source (5 hours).
His Panel IPTV provider's satisfaction direction is known.
A Revendeur IPTV who only looks at current satisfaction misses decline. Satisfaction that is high today may have been declining for months.
Here's what the satisfaction trend revealed. A reseller noticed satisfaction had been declining for 3 months. He investigated. His provider had changed support vendors. He switched providers.
The practical implementation is simple. Block the third Friday of every month, 9 AM-7 PM (next day). "Customer Satisfaction Trend Day." Use the five tasks above. If any trend is negative for 3+ months, investigate.
What actually works is graphing satisfaction over time. A line chart makes decline obvious.
I learned that trends predict future satisfaction. The Thirty-Four Hour Friday Provider Customer Satisfaction Trend Day reads the trends.
Honestly, analyze your satisfaction trends this Friday. Your IPTV reseller future depends on it.