Tools and techniques for measuring customer satisfaction

Summary outline of the webinar

Customer satisfaction has grown into becoming a key differentiator, offering a significant competitive edge and contributing directly to the success or failure of organizations. Therefore, an organization’s main objective should be to make and keep its customers satisfied and interested in purchasing new products and services.

In order to discover what customers think about your company and what can be improved, you can now deploy a series of tools and techniques for measuring customer satisfaction. This webinar presents key techniques and guidelines in order to support you in assessing your customers’ satisfaction.

Main topics covered

• The importance of measuring customer satisfaction;
• Evaluation of the current customer satisfaction levels;
• Key tools for measuring customer satisfaction: overview;
• Key techniques for measuring customer satisfaction: overview;
• Initiatives for improving customer satisfaction.

Key Learning Points

• Understand the importance of customer satisfaction in the organizational context;
• Learn how to assess the current customer satisfaction level;
• Identify the best tools and techniques for measuring customers satisfaction;
• Learn how to structure and design a customer satisfaction survey;
• Address relevant initiatives for improving customer satisfaction.