Standardized internal processes increase customer satisfaction

Standardized business practices can lead to greater customer satisfaction.

The formal processes with which businesses create products, deliver services and more can have a positive influence on customer satisfaction. The University of Buffalo School of Management recently released a report that showed small information technology businesses saw more productivity, higher product quality and increased customer satisfaction when they standardized operations.

“With greater competition and more demanding customers, small IT providers must now prove they can deliver high-quality products and services in a timely and predictable manner,” study co-author Rajiv Kishore, associate professor of management science and systems at the UB School of Management, said in a press release.

The formal procedures created more consistency within the organization, which allowed it to focus more on refining product features and meeting customer expectations. The same principle can be applied to other industries throughout the B2B sector, as building a standard operating process greatly improves the efficiency of an organization.

Businesses that consistently exceed customer expectations for service and support may be eligible to receive Omega Management Group’s NorthFace ScoreBoard AwardSM. This industry award establishes recipients as innovative leaders in achieving service excellence based solely on feedback from their own customers.