How to Measure Customer Satisfaction

The big problem I see in so many performance evaluations is we don't do that. We kid ourselves in imagining because of the number of questions we ask, we've achieved a level of sophistication and validity that we have not. And again, let's come back to employee satisfaction. I am not against measuring employee satisfaction. The question is, what do you do with those data? If what you do is you say, hmm, this is interesting, some departments seem to be more engaged than others. That can be useful.