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Please See Below For Course Information On 'Customer Surveys'



Overview

A one-day course on the use of customer
surveys to measure customer satisfaction

Who is it for?

Who should attend?
In ISO9001:2000 measuring customer
satisfaction, as well as dissatisfaction, is now a
fundamental measure
■ In companies which do not already have
CSM, the quality manager is likely to be
tasked with introducing it
■ In those companies that already have CSM,
the quality manager needs to have
sufficient knowledge to ensure that
measures conform to the system
requirements

What will I learn?

The course will explain:
■ The unique characteristics of CSM that make it
different from most types of market research
■ How to demonstrate the robustness of the
process and the statistical accuracy of
tracking measures
■ How to judge the suitability of the questions
you ask
■ The options for understanding what’s
important to customers, how they differ and
how to interpret results
■ How to benchmark your customer
satisfaction against other organisationsts
■ How to use CSM to add insight to critical
incidents such as complaint handling
■ How to decide survey timing and frequency

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