Course Outline

Before the Survey

Definition, setting objectives, an accurate measure, asking the right questions, depth interviews, focus groups

Undertaking the Survey

Sampling, survey options, maximising response rates, questionnaire design, rating scales, sample questionnaires, introducing the survey.

After the Survey

Analysing scales, PFI's, CS index, mirror survey, common mistakes, linking customer satisfaction to financial results

Who should attend?

Quality Managers and anyone who is involved in CSM systems