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The Customer Service Dividend Revisited

  • Stefan Parker

This research examines the relationship between customer satisfaction and business performance over the 5 years.

The research showed that companies with customer satisfaction at least one point above the sector average achieve significantly stronger results, with 20.3% EBITDA, 7.4% compound revenue growth, and £717,739 revenue per employee. In contrast, companies with customer satisfaction at least one point below the sector average perform much worse, with only 10.5% EBITDA, 0.1% compound revenue growth, and £297,025 revenue per employee.

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