Measuring and increasing customer satisfaction
Category: QUALITYLength: 2 days
Planning:
Objectives: Understanding the principles, tools and process of measuring and increasing customer satisfaction in organizations, with the aim of improving the quality of processes and products/services and optimizing the functioning of companies as a whole.
Target audience: Personnel with managerial activity, at medium or senior level, from financial or production and repair/service companies, – engineers, economists, managers from the industrial environment, consultants involved in customer relationship management within the various departments of a company.
Duration: 2 days + consultancy/coaching to solve practical problems, depending on the client's choice
Agenda:
For more information, please contact us.
Target audience: Personnel with managerial activity, at medium or senior level, from financial or production and repair/service companies, – engineers, economists, managers from the industrial environment, consultants involved in customer relationship management within the various departments of a company.
Duration: 2 days + consultancy/coaching to solve practical problems, depending on the client's choice
Agenda:
- "Voice of the Customer" (VOC) - essential element in business success
- Methods of researching customer preferences
- Customer segmentation
- Kano model and analysis
- Measuring customer satisfaction - various approaches
- Net Promoter Score - the acid test for customer satisfaction
- Methods of increasing customer satisfaction
- Discussions. Examination. Course closure
For more information, please contact us.
