Why don’t organization measure how they treat their customers?

Professional organisations very strongly believe in measuring and taking regualr feedbacks thru customer engagement programs.

Such measuring techniques do exist. An example is the recording heard by a caller that his/her conversation will be recorded for training purposes etc while calling any bank's/airline's customer service line or even while placing an order for fast food delivery. 

Established companies have been doing it for some time now.There is a department in place for that where few modes are used to collect the feed back in order to put in place the improvement plans.

1.The customer feed back calls are recorded.

2.Direct Emails to customers are sent.

3.Feed back form at business venues.

4.Suggestion or complaint box at business venues.

5.Software in place with auto generated acknowledgement and suggestion pages.

There are many problems that you may encounter the process of measuring customer satisfaction, especially in the field of civil work and the development of them.1- difficulty of measurement: There are areas where it is difficult, in principle Poll beneficiaries or the target audience about the service provided or offered them, and usually stems from the difficulty of measuring the difficulty of dealing with the side on qualitative manner to provide the service. For example you may easier to limit the number of beneficiaries of the medical service provided to the village, but it is difficult to know to what extent the method of providing this service fit? In this regard, can be used as indicators knows how or social? Social indicators and means a questionnaire includes questions focused mainly on the dimensions of how to provide the service. Example: * Who was greeted when entering the Assembly or the clinic? * How long will you lie ahead before that corresponds to the administrator or the doctor? Q: What is the duration of Your meeting administrator or a doctor? .... Etc..

Measurement is an integral component of performance management so that companies are able to identify where performance falls short of desired results and improvements can be made.

 

Customer-tracking research and feedback must include questions that tap into how friendly, helpful and understanding employees are in dealing with customers.

 

I believe successfull organizations do.

you can never succeed in anything if you do not measure and test your system,evaluation is key.

All well organised or professionally managed companies have a systematic way of handling their customer support division. They even record the conversation between the customer and the executive for the sake of training and future reference. The executives are well trained to handle different types of customer attitudes.The executives are motivated regular evaluation meetings. Today every company has understood the importance of customer service. In order to support the cause the are controlled by flawless CRM software.  

Because some organization don't realize how important the customer are and their needs.

 techniques and tools exist but very limited no of companies use this. At branch or outlet level manager is directly involved and responsible. 

In Most companies it is measure with level of sales going down or up. in hotel industry that customer feedback is like backbone. 

Who said that, most of them do so especially, international organizations.

A lot of organizations do, but I guess a lot of small organizations also don't and it's just because they are not yet equipped to do so, whether that's in terms of financial ability or having enough employees to conduct these measures or keep track.