CQAS Seminars

 

Measuring Satisfaction and Loyalty

 

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. 2.1 CEUs.

 

Topics include:

• Designing the survey instrument
• Choosing a data collection method
• Implementing the data collection
• Analyzing the data and presenting the results
• Setting goals for improvement
• Integrating survey measures into your quality system

 

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.

 

Cost

 

$895. This cost includes continental breakfast and lunch each day.

 

Meet your instructor

 

Steven M. LaLonde recently CQAS as an assistant professor after twelve years at Eastman Kodak Company, where he applied statistical methods in such varied areas as the chemical optimization of KodaColor film for manufacturability; the measurement of worldwide customer satisfaction as applied to management compensation systems; and application of market research methods to evaluate marketing decisions involving product design, pricing and promotion strategy. Steve is a member of ASA, ASQ and AMA.