Talk of the Town Award
Talk of the Town Top 10 Award
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RATINGS :: PROCESS
Talk of the Town establishes ratings with industry leading sample-based methodology to track customer satisfaction. We sample highly respected, no cost online user review websites to measure customer satisfaction. Star ratings from the websites, along with the number of user reviews, establish the basis for our ratings. This annual audit provides data to determine a mathematical formula, or matrix, to evaluate and rate its findings. Based on the results of this formula we assign our own rating to act as a representation of the data that we have accrued.
As a business that has reviewed and published case studies on the most desirable companies in America, we thought it would be extremely helpful to create a measurement tool using this customer generated feedback. The tool will determine what customers thought at one given time each year. This information could then be used as a baseline for calculating customer satisfaction. We set out to develop this matrix and methodology to help companies gain an earned marketing advantage, much like the quarterly ratings implemented in both television and radio that influence advertising charges.