Measuring customer satisfaction
The CQI has teamed up with market research specialists, the Leadership Factor, to offer this comprehensive one-day seminar which takes delegates step-by-step through the process of using customer surveys to accurately measure customer satisfaction. Many people make the mistake of jumping straight into conducting a survey, without giving due consideration to the survey design process. If a customer survey is not designed properly it will not meet its objectives and can provide misleading information.
Course content
- how to generate accurate, reliable and actionable data on customer satisfaction
- questionnaire design to ensure accurate responses and good response rates
- how to ensure your responses reflect a truly representative sample of customers
- data analysis and communicating results internally for maximum impact
- how to present the survey to customers for maximum participation
- how to give feedback from the survey
- how to calculate an accurate customer satisfaction index which can be updated and monitored over time
Benefits of attendance
- understand how customers perceive your organisation and whether your performance meets their requirements
- identify PFI's (priorities for improvement): areas where improvements in performance will produce the greatest gain in customer satisfaction
- set goals for service improvement and monitor progress against a customer satisfaction index
- benchmark your performance against other organisations
- increase profits through improved customer loyalty and retention
Who should attend?
Those who need to measure customer satisfaction and meet the requirements of ISO 9001:2000, all those who are interested in customer satisfaction and those who will be involved in carrying out customer satisfaction surveys.
Course style
- seminar based
- interactive discussion and participation throughout the course
- group work activities
Agenda
Part 1- preparation
A definition of customer satisfaction, setting objectives, accurate measurements, asking the right questions, in-depth interviews, focus groups.
Part 2 - carrying out the survey
Sampling, sampling options, sample size, sampling example, group exercise, survey options, maximising response rates.
Part 3 - reporting the results
Analysing numerical scales, analysing verbal scales, priorities for improvement, customer satisfaction index, internal survey, reporting internally, feedback to customers, benchmarking customer satisfaction.
Dates and locations
2009 dates will be available soon. Please contact the CQI Training team for more information and to register your information.
Book now
It can be used to support your application for CQI corporate membership using the experiential route. Apply the acquired skills and the knowledge in your workplace and use the outcomes as evidence of competence.
