Measuring and Managing Customer Satisfaction: ISO 9001:2015 and Beyond
Create a customer satisfaction plan. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system. Your organization can use this system to increase profits and revenues.
The Measuring and Managing Customer Satisfaction course is designed to provide knowledge of how to measure customer satisfaction and manage a customer satisfaction system. The class not only focuses on how to meet ISO 9001 requirements, but also how to use the system to increase in profits and revenues. The course will cover the three tools required by ISO 9001: 1) customer needs assessment, 2) customer satisfaction surveys, and 3) complaint systems. Discover what 'customer satisfaction' really means and write your own customer satisfaction plan. The course will help you ask the right questions of the right people in the right way at the right time and how to turn data into action.
This Measuring and Managing Customer Satisfaction course is intended for those interested in satisfying the customer and learning the meaning of satisfaction ratings. The course consists of a series of lessons, illustrations, diagrams, examples, supplemental handout information, interactive exercises and quizzes. A handy desk reference is included with the course as a printable pdf file. Successful completion of the course will result in a certificate with 0.9 CEUs (9 contact hours) that can be used to meet ASQ certification continuing education requirements or to meet requirements for other organizations requiring on-going education.
Access to this course is for 180 days from the date of purchase.
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Course Data
- CEU Hours: 0.9
- Length: 9 Hours
- ASQ RU: 0.9
- Audience: New to Quality or NextGen
- Provider: Quality WBT
Learning Objectives:
- Apply techniques in customer needs interviews
- Design good surveys
- determine areas needing action
- Link customer satisfaction and ISO 9001 requirements
- Critique surveys
- write decision-friendly customer sat reports
- Prepare a customer satisfaction plan
- Determine when to measure customer satisfaction
- use data for improving organizational performance and profit
Prerequisites:
None for this courseWho Should Attend:
Managers and quality professionals who need to assess, develop, or maintain customer satisfaction.Lesson 1: Customer Satisfaction & ISO 9001: 2000 basics
Lesson 2: Definition of Customer Satisfaction
Lesson 3: Go for the Gold: Target your Products/ Customers
Lesson 4: Write your Customer Satisfaction Plan
Lesson 5: Know the Essentials about Customer Surveys
Lesson 6: Design your Survey and Its Processes
Lesson 7: Word-craft your Questions
Lesson 8: Design your Scales to Match the Questions
Lesson 9: Use Statistics for Trustworthy Data
Lesson 10: Deploy the Surveys Appropriately
Lesson 11: Design or Refine your Customer Complaint System
Lesson 12: Analyze Qualitative Data
Lesson 13: Analyze Quantitative Data
Lesson 14: Act and Celebrate
Format
This is a self-paced course that can be started at any time. You have 90 days to complete the course. Course content is nine hours long and is worth .90 CEU hours or .90 ASQ RUs.
Materials Provided
- Glossary
- Desk Reference
- Handouts Including: Culture Readiness, Customer Feedback Tools, Survey Checklist
- Sample Management Review Agenda, Customer Satisfaction Plan
- Intel Pentium processor/compatible l800x600 resolution color monitor or higher
- Minimum 32 MB of RAM recommended
- Internet connection (28.8 kbps modem acceptable, regular or high speed preferred)
- A standard browser such as Edge, Google, or Safari
- Acrobat Reader (plug-in to view class items)
- Must accept our training center’s cookies (used for class monitoring and progress)
- Must be able to view HTML5 (a security setting)
- JavaScript (allowed on most computers)
Enrollment Details
Internet-based, self-paced training modules, which may involve combinations of text, visuals, audio, interactive simulations and quizzes (see specific courses for features and tools). These web-based courses require a computer and Internet access.
| MMCS02JPR | Self-Paced | English | 180 Days | List: $189 Member: $170 |
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