Focusing on customers is recognized as a critical business strategy. In fact, manager’s compensation is often based on improving customer satisfaction. But how do you make sure that you are truly measuring satisfaction? What questions should you ask to obtain actionable information? How do you ask them to make sure you get honest answers? What techniques do you use to analyze and present the results to best identify improvement opportunities?
In this seminar, you will learn to apply state-of-the-art techniques to measuring customer satisfaction and loyalty. These techniques will help you focus your improvement strategies on those things that matter most to your customers, and will produce the biggest return on your investment.
This is an introduction to sample survey design with emphasis on practical aspects of survey methodology. Topics include: survey planning, sample design and selection, survey instrument design, data collection methods, and analysis and reporting. Application areas discussed will include program evaluation, opinion polling, customer satisfaction, product and service design, and evaluating marketing effectiveness. Data collection methods to be discussed will include face-to-face, mail, Internet and telephone.
WHO SHOULD ATTEND: Quality professionals or business research professionals responsible for collecting or interpreting customer or employee survey data, as well as managers who are held accountable to the results of such surveys.
$ 400.00 per person
Discounts (for individual registrations)
Only one discount per person.