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MEASURING CUSTOMER SATISFACTION
COURSE NUMBER: QT-04
OBJECTIVES:
The logic of customer satisfaction measurement is simple. If you increase customer satisfaction, customers will repurchase, loyalty will increase, customer retention will improve and market share will grow. In today’s competitive environment, organizations need to maintain clear and open communications to the ‘voice of the customer.’ Many universal Business Management Models and Quality Management Programs address Customer Satisfaction as a key requirement to their overall company strategy and organizational Mission, Vision and Values. Theses models normally specify that organizations must show proof that processes are in place to gather information that accurately documents the customer’s level of satisfaction over a given period.
Measuring customer satisfaction is a powerful way of ensuring that companies continually improve their performance. However, the process of measuring customer satisfaction is not an especially easy task. You can't simply say, "Are you satisfied?" Participants in this course will first learn how the organization can determine what specifically contributes to a customer being satisfied or dissatisfied. This will be followed by a review of different methods for creating the measurement tools that will allow them to make managerial changes in response to feedback from all sources.
CONTENTS:
Levels of Customer Satisfaction
What to Measure
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Customer Feedback
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Internal Work Processes
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Supplier Input
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Financial Data
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Employee Conditions
How do You Measure?
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Spot Surveys
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Phone Follow-up
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Focus Groups
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Sample / General Surveys
The Secrets of Effective Metrics
How can You improve Customer Satisfaction?
Benchmarking
WHO SHOULD ATTEND: Senior executives, department managers, QA personnel, sales staff and any other organizational personnel who need to develop and implement a working program for measuring and responding to customer input.
Note: Continuous Improvement and Customer Satisfaction are assessable elements of the ISO 9001:2000 Quality Management System.
PREREQUISITES: Some awareness of quality systems and quality management. Good knowledge of the course language as much of the discussion and course work is of a technical nature.
LENGTH: 2 days (1 day for ‘overview’ only)
LANGUAGE: English
Booking
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