Customer Satisfaction Measurement

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. Suitable for: 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