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TOPIC – 7 : MEASURING CUSTOMER SATISFACTION

Purpose :

Customer satisfaction is the primary priority in the modern business world. Surveys indicate that one of the determining factors in company survival is customer satisfaction. It creates loyalty, which in turn generates long-term profit for the company. To achieve it, customer satisfaction measurement plays an important role. However, there are many lange problems companies in Indonesia face these are; How to measure customer satisfaction correctly? What methods should be used? How to design them? How to analyze and translate the satisfaction facts into an actionable policy? Through this workshop, participants are expected to be able to design a customer satisfaction research, independently conduct a small-scale customer satisfaction research and analyze the research data in order to formulate the company strategy.

Course Outline :

1. Customer satisfaction measurement concepts such as ServQual, TARP and other developed concepts. 2. Research methods, from research design, problem/objective formulation, sampling techniques and determining number of respondents. 3. Questionnaire development, customer satisfaction measurement and data analysis. 4. Survey data analysis. 5. Survey result analysis and interpretation and formulating recommendation based on the results of the customer satisfaction survey. 6. Analyze the internal causes of the customer satisfaction gap, either at the top management, middle management or frontliner levels.

• Participants :

Top and Middle Managers of the Departments of Customer Service, Marketing, R&D, Operational, Business Development and Other Divisions Concerned with Customer Satisfaction Issues. Concerned Industries: Telecommunication, Banking, Insurance, Leasing, Securities, Hospitals, Airlines, Transportation and Distribution. Also Companies that offer After Sales Service (Automotive, Electronics) and B to B.

Duration :

2 days @ 7 hours

Dapatkan Artikel Terbaru Frontier Consulting Group

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