Manual on Creating a Customer Satisfaction Monitoring System

This manual is intended to help companies and organizations establish a new, or improve an existing, system that provides quantifiable data on Customer Satisfaction.

The 80+ page manual is a practical down to earth guide that covers many aspects of setting up a system for monitoring and measuring customer satisfaction.

For any company that is considering setting up a system to monitor or measure customer satisfaction it is a great time saver. Even companies that already measure customer satisfaction will find it of value in checking that their existing system is adequate.

The following is an abbreviated list of contents of the manual.

Introduction
The Need for a Customer Satisfaction Monitoring System
Characteristics of a Customer Satisfaction Monitoring System
Collecting Data
- Existing Data
- Soliciting Customer Input
  - Surveys General
  - Mail Surveys
  - Email Surveys
  - Interactive WEB page
  - Using Email in Conjunction with a WEB page
  - Phone surveys
  - Face to face surveys
  - Internal Surveys
  - Other
  - User Groups
  - Customer response cards
  - Customer champions
  - Personal contacts
Getting End User input when working via third parties
Customer Complaints
- Recording
- Classifying
- Assigning
- Analysing / Investigating
- Acknowledging
- Responding
- Follow up
- Identifying underlying problems
- Making the procedure known
- Promote realistic customer expectations
- Resolve at the level closest to the customer
- Internal "Customer" Complaints

Quantifying subjective data
- Define criteria
- Weighting criteria
- Tabulate
Using the data
- Benchmarking and tracking ratios
- Reports
- Identifying Underlying Problems
Setting up the system
Making the System Work
Check lists
Flow Chart Examples
Example Survey Form
Example Complaint Input Screens / Forms
Example Customer Complaint Procedure

The manual cost is $99.95 and comes with a money back guarantee if it does not meet your needs. This is less than 2 hours of a senior employee´s time yet it will save weeks or months of effort.

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