Customer Satisfaction Measurement

Customer Satisfaction Measurement

A one-day course on the use of customer surveys to measure customer satisfaction

"Well presented, clear and concise. Will be very useful for company's further surveys."
Roger Drewett, Manager,
Market Planning, UES Steels

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 trulyaccurate 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
* Before the survey definition, setting objectives, an accurate measure, asking the right questions, depth interviews, focus groups
* Undertaking the survey sampling, survey options, maximising response rates, questionnaire design, rating
scales, sample questionnaires, introducing the survey
* After the survey analysing scales, PFIs, CS index, mirror survey, common mistakes, linking customer satisfaction to financial results

Who should attend?
In ISO9001:2000 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

Next steps...
* Complaints Management
* Analysing & Reporting CSM Data
* Customer Loyalty
* Questionnaire Design
* Facilitating Focus Groups
* Improving Customer Satisfaction