CMI Releases Latest Global Customer Satisfaction Benchmarks

LAS VEGAS, Jan. 8, 2013 /PRNewswire-iReach/ -- Nevada-based Competency Management Incorporated® (CMI, just completed its highly anticipated biennial global customer satisfaction benchmarking survey. 2012 proved to be an unusually challenging year for most business segments. Broad global uncertainty resulted in lower profits combined with sever reactive cost reduction efforts. Nowhere has this had greater impact than in the area of customer satisfaction. 

"2012 saw higher demands for quality, lower tolerance for missed expectations combined with reduced customer loyalty as compared with prior years" said Dr. Jeff Daum, CEO of Competency Management Incorporated®. "In light of this it was particularly surprising that 41 percent of the respondents indicated their organization never or rarely made an effort to assess customer satisfaction."

The survey results are based on a stratified sample of nearly 400 organizations from more than 30 countries. Heaviest representation in the Service and Manufacturing industries, with one third of the sample from organizations with over 1000 employees, followed by small and medium sized companies.

Key outcomes of Competency Management's survey include: just 9 percent of companies felt they provide the best customer service compared to their competition; only a third felt their company takes clear actions to ensure customers are satisfied; yet 97 percent believe they personally can make a difference in customer satisfaction. Dr. Daum commented "This presents significant opportunities for companies with the prudence to make enhanced commitments ensuring their front-line people have the right reinforcement and tools to focus and act upon strategic customer expectations."

About CMI

Competency Management Incorporated® is a global human resources firm offering comprehensive customer satisfaction programs (, competency based integrated HR packages ( including executive assessment, selection and testing platforms, job analysis, validation, structured behavioral interviews, OD, 360 degree appraisals, and EEO litigation support.

Established in 1992, Competency Management Incorporated® operates on-site in more than 40 countries with clients across all industries in both the private and public domain.

Media Contact: Susan Frank, Director CMI Public Relations Competency Management Incorporated, 3138854421,

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SOURCE Competency Management Incorporated


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