Measuring Customer Satisfaction

After completing this course, you will have the critical skills to recognize, reward, and reinforce top-quality service performance, close the gaps between customer expectations and service performance, use customer feedback to improve products and services, and stay competitive in any industry. Everyone is aware of the importance of satisfying customers, however, how do you measure their satisfaction? This book walks you through measuring quality and customer satisfaction by teaching you what to measure, when to measure it, how to measure it, how to analyze the data, and what to do with your results. Employees from all parts of an organization will benefit from this knowledge, from the business owner to the front-line supervisor to the customer contact employee. Coverage includes- To explain why measuring the quality of customer service reaps benefits To study the interaction of organization and customer To explain common measurement tools To explain principles of data analysis