Customer Satisfaction Measurement
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This course is designed to provide an understanding of how to measure customer satisfaction and manage a customer satisfaction system. The course covers the three tools required by ISO 9001:2008: customer needs assessment, customer satisfaction surveys, and complaint systems. It also shows how to use the customer satisfaction system to increase profits and revenues. You will discover what "customer satisfaction" really means and be able to write your own customer satisfaction plan. This course will help you ask the right questions of the right people in the right way at the right time and show you how to turn data into action. This course is designed for all employees who need to assess, understand, develop, or maintain customer satisfaction programs.
Who should Attend?
Human resource professionals, Management, Controllers and General Managers at the department facility.
Course Outcomes
At the end of the training, participants will be able to:
Understand the four components of complete employee commitment
Design actionable employee surveys to measure this commitment
Experience the processes for accurately measuring employee satisfaction through case studies
Learn how to implement the results in the form of improvements and to keep the process going within QP
Demonstrate the profit relationship between employee satisfaction, motivation and improved financial outcomes
Program Focus
State the ISO 9001 customer satisfaction requirements
Link customer satisfaction and ISO 9001:2008 requirements
Determine when to measure customer satisfaction
Design good surveys
Duration: 1 day
Time: 7.30 – 14.30
Go to Course Outlines main page or the Quality course sub-group.
To contact the Professional Training Division at QP, please go to our Contacts page.
For upcoming courses please see our Schedule.
Go to Professional Training page.
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