Customer Satisfaction Measurement
Gain valuable insight into your customers’ needs and achieve essential feedback to achieve customer satisfaction.
What you will learn
Participants will learn how to
- Identify customers’ requirements
- Generate accurate and actionable data on customer satisfaction measurement
- Design a questionnaire accurately and ensure the best response rate
- Make sure responses reflect a truly accurate sample of their customers
- Analyse data and communicate results internally for maximum impact
- Introduce the survey to customers
- Calculate a customer satisfaction index (CSI) that can be monitored year after year
- Provide feedback to customers
The course:
- Pre-survey definition: setting objectives, an accurate measure, asking the right questions, depth interviews, focus groups
- Undertaking surveys: sampling, survey options, maximising response rates, questionnaire design, rating scales, sample questionnaires, introducing the survey
- Post-survey analysis: scales, PFIs, CS index, mirror survey, common mistakes, linking customer satisfaction to financial results
Who should attend?
In ISO 9001:2008 measuring customer satisfaction, as well as dissatisfaction, is now a fundamental measure.
- In companies which do not already have CSM, the quality manager is likely to be tasked with introducing it
- In those companies that already have CSM, the quality manager needs to have sufficient knowledge to ensure that measures conform to the system requirements