By Gangadhar Bhardwaj
Organizations evaluate themselves by measuring customer satisfaction with their products or services. As organizations evolve, the measurement of customer satisfaction across the entire organization becomes imperative. The first step is for an organization to implement a metric for tracking customer satisfaction.
To develop a metric, an organization should explore these questions:
* Who are its customers?
* What type of survey should be administered to them?
* How will satisfaction be measured across the organization?
The answers to these issues, along with an understanding of the Servqual survey framework and a voice-of-the-customer (VOC) matrix, will aid in the implementation of a customer-satisfaction metric.
read more at http://www.isixsigma.com/library/content/c080428a.asp
Organizations evaluate themselves by measuring customer satisfaction with their products or services. As organizations evolve, the measurement of customer satisfaction across the entire organization becomes imperative. The first step is for an organization to implement a metric for tracking customer satisfaction.
To develop a metric, an organization should explore these questions:
* Who are its customers?
* What type of survey should be administered to them?
* How will satisfaction be measured across the organization?
The answers to these issues, along with an understanding of the Servqual survey framework and a voice-of-the-customer (VOC) matrix, will aid in the implementation of a customer-satisfaction metric.
read more at http://www.isixsigma.com/library/content/c080428a.asp
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