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Provided by: Serebra Learning Corporation Using Surveys to Measure Customer Satisfaction |
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If you're lucky, your customers will complain when they are dissatisfied with your company's service. If you're not so lucky, they'll say nothing and just take their business elsewhere. It's essential that you keep your fingers on the pulse of customer opinion if you are to prevent them defecting to the competition. You need to measure customer satisfaction on a regular basis, and this course will give you the tools to do this. Once you have established the attributes of your service that customers value the most, by gathering their qualitative feedback, you need to gauge how they rate your company's ability to deliver them. This course concentrates on the techniques required to do this accurately and appropriately with the resources available to you. The first lesson explains why it's imperative that you have firm objectives for the survey in mind before you embark on a project to measure customer satisfaction, whether this is being conducted in-house or by outside consultants. Not only must you measure the Customer service managers, supervisors, team leaders, and anyone with responsibility for managing the delivery of quality customer service.
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Training
Provided by Serebra Learning Corporation
Using Surveys to Measure Customer Satisfaction
Audience
Customer service managers, supervisors, team leaders, and anyone with responsibility for managing the delivery of quality customer service.
TopicsObjectives- Planning the Survey
- recognize the benefits of planning a customer satisfaction survey.
- recognize survey that are relevant to improving customer satisfaction.
- recognize the factors that impact on the effectiveness of the three common survey methods.
- recognize the three steps of selecting a survey sample.Compiling the Questionnaire
- recognize the advantages of compiling custom-made survey questionnaires.
- given the research objectives and likely respondents, develop suitable questions for a prescribed survey.
- classify questions according to their function.
- given the objectives for the survey, place questions in the order in which they should appear on a customer satisfaction questionnaire.Utilizing Survey Results
- identify the benefits of communicating survey findings effectively.
- recognize the correct positioning of customer ratings on a customer satisfaction matrix.
- calculate the percentages for high, medium, and low customer satisfaction from a set of
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
