|
Provided by: Serebra Learning Corporation Customer Satisfaction Analysis and Implementation |
 |
Training
Provided by Serebra Learning Corporation
What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are applied. In this course, you'll examine how to transform data into information that can be acted on. You'll learn the tools of basic statistical analysis as well as those that show relationships and allow you to plan improvements. Equally important, you'll find out how to move from understanding your customer satisfaction situation to implementing improvements to increase satisfaction. Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain
|
|
||||||||
Customer Satisfaction Analysis and Implementation
Audience
Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain
Topics
Objectives
- Transformation: From Data to Information
- recognize the importance of applying sound basic data-analysis techniques.
- distinguish good from poor data editing and coding practices.
- match three basic statistical presentations with corresponding explanations.
- draw appropriate conclusions about surveyed attributes relying on statistical presentations in a given business scenario.Analyzing Relationships in the Data
- recognize the value of using analyses that show relationships in determining action priorities.
- assess the relative importance and degree of correlation of customer satisfaction attributes in a given business scenario.
- match the Kano factors with principles for determining whether an attribute is a basic, performance, or wow factor.
- match the three gap conditions with their corresponding explanations.
- assess attributes for action based on gap data in a given business scenario.Making Measurements Operational
- recognize benefits of reporting data in form
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...
