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Informed Outlook

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Volume 7 · Issue 9 · September 2002


Page 28…

Use Short Surveys to Improve Customer Satisfaction

Joseph Geraty writes that one means of measuring customer satisfaction to satisfy Subclause 8.2.1 and do so in a consistent, effective way is customer surveying. However, survey questionnaires can be either incredibly value-adding to an organization and its customers or an incredible waste of resources that leaves customers dissatisfied and the organization no more aware of true customer satisfaction levels. Geraty explores what to avoid doing and what the best practices are in surveying.