About This Chapter
Interpreting Customer Satisfaction Results - Chapter Summary
Measuring and interpreting customer satisfaction is ongoing process that requires constant adjustments to ensure the metrics suit your business needs. In this chapter, your employees can access lessons to learn more about:
- Ways to evaluate survey questions and design
- The problems associated with customer surveys
- How customer service metrics can be interpreted and improved
- Tools used to analyze customer satisfaction research
The lessons can guide your corporate training sessions or be used as a supplement to already existing training courses. Full transcripts are available for employees to print and review at a later date. You can utilize short quizzes and a chapter exam to gauge their comprehension of the lessons.
How It Helps
- Offers guidance: The lessons guide employees through the proper evaluation and interpretation techniques to help them find ways to improve customer service metrics for your company.
- Prevents pitfalls: Employees can gain greater insight into the challenges associated with evaluating and interpreting customer service metrics that could result in major pitfalls for your company.
- Increases revenue: This chapter highlights the importance of properly managing customer service metrics since doing so can result in customer satisfaction and ultimately increase your company's revenue.
After exploring this chapter, employees will have the knowledge to:
- Explain what it takes to evaluate survey questions and design
- Discuss challenges associated with customer survey results that can damage the internal function and brand/product development of a company
- Share how to interpret and improve customer service metrics
- Describe the correlation between customer satisfaction and company success
- Identify types of software companies and products that can help analyze customer satisfaction research
1. How to Evaluate Survey Questions & Design
This lesson discusses surveys used in market research. We'll review some objectives for surveys, typical types of survey questions, and the importance of wording, routing, sequencing, length, and layout.
2. Problems with Customer Surveys: Biases & Limitations
In this lesson, we'll explore completed customer surveys and the biases and limitations that may affect interpretation of their data. Test your new knowledge after the lesson with a quiz.
3. How to Interpret & Improve Customer Service Metrics
Every company now uses metrics to determine how they are doing in the customer's eyes. This lesson will discuss interpreting and improving customer service metrics.
4. Practical Application: Interpreting Customer Service Metrics
Customer service metrics are an important way to measure performance in a business-critical application. In this scenario, you'll interpret some metrics and recommend changes to improve customer service.
5. Tools Used for Customer Satisfaction Research Analysis
You're at your desk with hundreds, maybe thousands, of customer satisfaction surveys uploaded to your computer, but now what? We'll discuss how you can use common data analysis tools, such as Excel, R, SAS, and SPSS, to read and interpret your data.
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