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Customer satisfaction survey

Rovaha book customer satisfactionAny organisation has to listen to their customers and stakeholders. My study in customer satisfaction models have shown that the long-term success of a corporation is closely related to its ability to create and maintain loyal and satisfied customers, adapt to customer needs and changing preferences. Customer satisfaction is a crucial goal for most organizations.

In order to monitor customer satisfaction, and to take action for improving it, a number of different methods have been developed and tested. However, for the purpose of developing tangible applications for results a number of criteria have to be fulfilled in any such measurement system, not least if the ambition is to compare and benchmark. Once you understand what is driving customer satisfaction your are able to built sustainable customer relationships.

Unfortunately we often are not aware of the extent of satisfaction / dissatisfaction as long as we do not ask. In order to monitor customer satisfaction, and to take action for improving it, a number of different methods have been developed and tested. However, for the purpose of developing tangible applications for results a number of criteria have to be fulfilled in any such measurement system, not least if the ambition is to compare and benchmark.

I would like to share my customer satisfaction survey knowledge and experience with you. 

Have fun reading!

Filters
Title Author
Preface customer satisfaction survey Written by: Ronald van Haaften
Survey equation model Written by: Ronald van Haaften
Customer satisfaction survey process Written by: Ronald van Haaften
Customer survey email invitation Written by: Ronald van Haaften
Survey response rate Written by: Ronald van Haaften
What is behind the survey questionnaire? Written by: Ronald van Haaften
Generic opening questions Written by: Ronald van Haaften
Causal model driver questions Written by: Ronald van Haaften
Causal model result questions Written by: Ronald van Haaften
Generic closure questions Written by: Ronald van Haaften
How to calculate the survey results Written by: Ronald van Haaften
The Mean Written by: Ronald van Haaften
The Median Written by: Ronald van Haaften
The Mode Written by: Ronald van Haaften
The range Written by: Ronald van Haaften
The score per latent variable Written by: Ronald van Haaften
The Net Promotor Score - NPS Written by: Ronald van Haaften
The standard deviation Written by: Ronald van Haaften
The variance Written by: Ronald van Haaften

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Ronald van Haaften MBA


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