The Key to Customer Service
The Key to Customer Service
The Key to Customer Service
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MEASURING CUSTOMER<br />
SATISFACTION<br />
1. Who are my cus<strong>to</strong>mers?<br />
2. What do they want and need?<br />
3. What is our product or service?<br />
4. Is there agreement between the parties as <strong>to</strong> what the product or<br />
service is and the conditions of satisfaction?<br />
5. Does our product or service meet their expectations and/or<br />
standards?<br />
6. How do they and we measure our success?<br />
7. Does our product or service exceed their expectations?<br />
8. Are we efficiently organized <strong>to</strong> produce that product or service? What's<br />
our process? What technologies are we using and need? Is our staff<br />
trained in our process and technology so that the product or service is<br />
produced?<br />
9. Is there an effective communication system in place and operational<br />
between our cus<strong>to</strong>mers and us?<br />
10.1s there an effective tracking system that provides information on our<br />
operations and our cus<strong>to</strong>mers?<br />
11.Do we have a Quality Assurance Program that inspects, corrects and<br />
validates our policies, procedures and people?<br />
12. Are our cus<strong>to</strong>mers happy and acknowledging and promoting our<br />
products and services? Are we well known and well thought of?
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