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Customer Satisfaction Measurement

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Venue		Dates
1	LONDON: Institute of Quality Assurance, 12 Grosvenor Crescent, London, SW1X 7EE	2 Dec 2008
2	MANCHESTER: The Station House (Close to M6 Jcn 19), Plumley, Knutsford, Cheshire, WA16 9RX	4 Feb 2009
3	BIRMINGHAM: The Beeches Management Centre, Selly Oak Road, Bournville, Birmingham, West Midlands, B30 1LS	3 Feb 2009
4	LEEDS: Weetwood Hall, Otley Road, Leeds, West Yorkshire, LS16 5PS	3 Mar 2009
5	Cadbury House, Hotel & Country Club, Congresbury, Bristol, Avon, BS49 5AD	24 Feb 2009
6	Harrington Hall, 5-25 Harrington Gardens, Kensington, London, London, SW7 4JB	28 Jan 2009 3 Mar 2009

Description and objective: How to use customer surveys to measure customer satisfaction accurately:
1) Identify customers’ requirements
2) Generate accurate & actionable data on customer satisfaction measurement
3) Design a questionnaire accurately and ensure the best response rate
4) Make sure responses reflect a truly accurate sample of their customers
5) Analyse data & communicate results internally for maximum impact
6) Introduce the survey to customers
7) Calculate a customer satisfaction index (CSI) that can be monitored
8) Provide feedback to customers

Suitability: Who Should Attend?
> Anyone tasked with introducing CSM
> Where companies have CSM, the quality manager needs to ensure that measures conform to ISO requirements

Contact JPD Training Ltd

Phone	01565 724200 When calling be sure to mention Training Pages
Fax	01565-723800

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Categories

•	Sales, Marketing and PR > Marketing > Marketing - General
•	Business and Management > Service > Customer Service and Care