Re: Looking for Customer Satisfaction Survey Information

[John Seddon <john@vanguardconsult.co.uk>]

Connie Kremer wrote:

>> I have been asked to seek advice from the many knowledgable people in
the Den regarding Customer Satisfaction Surveys.

My advice is: before you think about types of surveys, think about how your
customer sees your organisation. The customers' view of your system can
only be made up from the transactions they have with you.

What do you know about what demands customers place on your organisation?
What do you know about what matters to them in respect of those demands?
What do you know about the organisations capability to respond to those
demands? These are more important questions than 'what type of surveys do
we need?'

John



John Seddon
Vanguard
******************************************
http://www.lean-service.com
systems thinking for service organisations
improve service and cut costs
(44)1280-822255
******************************************
=======================================================================