Creating and Analyzing Customer Satisfaction Surveys
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Learn the importance of using customer satisfaction surveys to measure and improve service quality.The importance of understanding your customers' needs and expectations cannot be overstated. This knowledge should be the cornerstone on which an organization determines its overall direction and strategic business plan.
Customer feedback can be utilized to:
• Identify the changes needed to provide customers greater value and positive experiences - while strengthening relationships
• Determine your customers' perceptions of your organization's current performance - including a comparison to your key competitors
• Provide direction and standards of performance to your employees
• And drive enhanced profits and growth.
But designing and conducting an effective customer satisfaction survey involves a series of specific initiatives. This topic will arm you with those best practices.
Pete Tosh, The Focus Group
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