ABSTRACT
The league table provides a comparable benchmark across industries because the satisfaction index is a measure of an organisation's success in meeting its customers' requirements. The satisfaction index is a measure of an organisation's ability to do that as judged by the customers themselves. Since satisfaction indexes are directly comparable, it is perfectly feasible to compare performance across a large number and a wide variety of organisations. The league table shows ABC's success in satisfying customers compared with other organisations generally. This is the most useful benchmark of customer satisfaction since customers make these judgements by comparing suppliers’ performance against that of all other organisations that they have used. Organisations that are serious about customer satisfaction use the most accurate methodology they can when measuring it. The advantages of annual payments are that they can be linked in with employees' annual performance appraisals and with annual business planning cycles for developing, justifying and implementing customer satisfaction improvement plans.
