Ch 3: Interpreting Customer Satisfaction Results

About This Chapter

A great way to enhance customer relationships is through regular measurement of their satisfaction. This chapter can help your employees learn how to evaluate and interpret customer service and customer satisfaction metrics to create a better experience for your customers.

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.

Skills Covered

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

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Measuring Customer Satisfaction course