The Measuring and Managing Customer Satisfaction course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. The class not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase in profits and revenues. The course will cover the three tools required by ISO 9001: 1) customer needs assessment, 2) customer satisfaction surveys, and 3) complaint systems.  Discover what “customer satisfaction” really means and write your own customer satisfaction plan.  The course will help you ask the right questions of the right people in the right way at the right time and how to turn data into action. 

Upon the completion of this course, you will be able to:

• apply techniques in customer needs interviews
• design good surveys
• determine areas needing action
• link customer satisfaction and ISO 9001 requirements
• critique surveys
• write decision-friendly customer sat reports
• prepare a customer satisfaction plan
• determine when to measure customer satisfaction
• use data for improving organizational performance and profit