TAILIEUCHUNG - Measuring customer satisfaction 3

Customer Satisfaction: Measurement Objectives • Determine which customers to survey • Determine critical performance attributes that result in customer satisfaction • Assess company performance • Establish corrective action • Monitor continuous improvement | MANPOWER Measuring Customer Satisfaction Nancy Levin Director - Quality Assurance MANPOWER Customer Satisfaction Critical Findings 100 satisfied customers generate 25 new customers. For every 1 customer complaint received 20 other dissatisfied customers do not bother to complain. Cost of acquiring 1 new customer is 5 times as great as the cost of retaining a satisfied customer. Customer satisfaction is integral to TQM by establishing Expectations Standards Performance requirements 2 MANPOWER Customer Satisfaction Measurement Objectives Determine which customers to survey Determine critical performance attributes that result in customer satisfaction Assess company performance Establish corrective action Monitor continuous improvement

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