Transcription of How to Develop an Effective Customer Satisfaction Survey
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How to Develop an Effective Customer Satisfaction Survey
WHITE PAPER DECEMBER 2005 How to Develop an Effective Customer Satisfaction Survey By Ira Kerns, Managing Director, GuideStar Research , 212-426-2333 GUIDESTAR RESEARCH WHITE PAPER GUIDESTAR RESEARCH - WHITE PAPER - DECEMBER 2005 2 What to Measure A basic and Effective baseline Customer Satisfaction Survey program should focus on measuring Customer perceptions. How well does your company deliver on the critical success factors and dimensions of the business as defined by the Customer ? For example, is your service prompt and is your staff courteous? How responsive and understanding of the Customer 's problem are your representatives?
WHITE PAPER – DECEMBER 2005 How to Develop an Effective Customer Satisfaction Survey By Ira Kerns, Managing Director, GuideStar Research www.guidestarco.com, 212-426-2333
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