Measuring Customer Satisfaction
This course is designed to equip participants with capabilities to measure customer satisfaction in their organisations. The course will familiarise participants with key customer satisfaction indicators. They will learn how to tap and deploy these powerful information indicators to improve customer satisfaction levels.

Key Benefits

• Understand the SQA award criteria and how key performance indicators help organisations track and measure success
• Learn what constitutes customer satisfaction
• Learn how to measure customer satisfaction
• Understand and learn how measurements can help organisations in continuous improvement
• Learn about PDCA and other problem-solving tools

Course Content
• The SQA Model for Business Excellence

  - The Award Criteria and Key Characteristics
  - Evaluation and Diagnostic System

• Customer Focus and Satisfaction
  - Who Are Your Customers?
  - How Do You Determine Their Requirements?
  - How Do You Use Customer Satisfaction to Drive Your Business?

• Measuring Customer Satisfaction

  - Key Customer Satisfaction Indicators
  - Service Performance Measures
  - The Customer Satisfaction Survey
  - Benchmarking Cases

• The Service Quality Index
  - Benchmarking Case

• Tools and Techniques for Resolving Customers’ Dissatisfaction and Improving Service Quality

  - The Continuous Improvement Process
  - The PDCA Cycle
  - The 5W2H Approach
  - Pareto Analysis
  - Cause-and-Effect Analysis
  - Quality Circles
  - Benchmarking

Who Should Attend
Managers and Supervisors responsible for the provision of proactive customer service in their organisation

Course Details
Duration: 1 day (7 hrs)
Time: 9am - 5pm
Course Fee: $267.50 (Incl. 7% GST)