This document discusses customer satisfaction surveys and provides guidance on conducting them. It addresses six key parts of any customer satisfaction program: 1) who to interview, 2) what to measure, 3) how to carry out interviews, 4) how to measure satisfaction, 5) what the measurements mean, and 6) how to use surveys effectively. The document emphasizes finding the right people to survey, determining important attributes to assess, using various interview tools, employing satisfaction rating scales, and understanding expectations and importance to drive improvements.
ICT Role in 21st Century Education & its Challenges.pptx
Customer satisfaction surveys
1. Customer Satisfaction Surveys
A White Paper by Paul Hague and Nick Hague of B2B International
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