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Measuring and Managing Customer Satisfaction: ISO 9001 and Beyond

Format Web-based

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.

Discover what 'customer satisfaction' really means and write your own customer satisfaction plan while participating in this class. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system, and learn how to use the customer satisfaction system to increase profits and revenues. Ask the right questions of the right people, in the right way, at the right time and turn data into action. Learn the three tools required by ISO 9001:2008: customer needs assessment, customer satisfaction surveys, and complaint systems.
This course includes a desk reference that covers all lessons and links to the QualityWBT Glossary. You will have 180 days to access this course.

Course Data

  • CEU Hours: 0.9
  • Length: 9 Hours
  • ASQ RU: 0.9
  • Audience: New to Quality
  • Provider: Quality WBT
Course Overview

Learning Objectives:

  • Apply techniques in customer needs interviews.
  • Determine when to measure customer satisfaction.
  • Design and critique good surveys.
  • Determine areas that need action.
  • State the new ISO 9001 requirements for customer satisfaction.
  • Link customer satisfaction and ISO 9001 requirements.
  • Write decision-friendly customer satisfaction reports.
  • Prepare a customer satisfaction plan.
  • Use data for improving organization performance-profit.


None for this course

Who Should Attend:

Managers and quality professionals who need to assess, develop, or maintain customer satisfaction.

  1. Customer Satisfaction and ISO Basics
    1. Introduction
    2. Driving Forces
    3. Key Components of ISO 9001
    4. Difference Between ISO 9000:9001 and ISO 9004
    5. Customer Satisfaction Requirements in ISO 9001
    6. How to Optimize the Benefits of ISO 9001
    7. Customer Satisfaction System
  2. Definition of Customer Satisfaction
    1. What Is Customer Satisfaction?
    2. Moments of Truth
    3. Expectations vs. Customer Satsfaction
    4. Dr. Kano’s Three Levels of Satisfaction
  3. Go for the Gold: Target Your Products/Customers
    1. Integrate Your Strategy Into Your Customer Measurement System
    2. Develop a Table of Contents for Customer Satisfaction Plan
    3. State Your Mission and Vision
    4. Determine Your Target or Gold Products/Services
    5. Determine Your Target or Gold Customers
    6. Learn the Needs for Your Gold and Silver Customers
  4. Write Your Customer Satisfaction Plan
    1. Outline Your Customer Satisfaction Plan
    2. Set up a Customer Satisfaction Steering Committee
    3. Tie your Customer Needs to Processes and Measures
    4. Detail the Deployment Methodology
    5. Supporting Papers
    6. Spell out Management Review Process
    7. Communication Plan
    8. Identify Resources
  5. Know the Essentials About Customer Surveys
    1. Needs Assessment
    2. Customer Satisfaction Surveys/Transaction Surveys
    3. Employee Surveys
  6. Design your Customer Survey and Its Processes
    1. Who
    2. When
    3. How Often
    4. Survey Length and Layout
    5. Organization
    6. Confidentiality
    7. Increase Your Response Rate
  7. Word Craft Your Questions
    1. Content
    2. Types
    3. Qualifying Questions
    4. Open-Ended Questions
    5. Sensitive Questions
    6. Neutrality
  8. Design Your Scales to Match the Questions
    1. Types of Scales
    2. Clusters of Scales
  9. Use Statistics for Trustworthy Data
    1. Reliability and Confidence Levels
    2. Standard Error and Mean
    3. Sampling Large Populations
    4. Sample Size
    5. B2B vs. B2C Statistical Concerns
  10. Deploy the Surveys Appropriately
    1. B2B Surveys
    2. Proper Use of Media
    3. Who Should Deploy the Survey
    4. Using Survey Software
  11. Design or Refine Your Customer Complaint System
    1. ISO Requirements
    2. Satisfaction vs. Dissatisfaction
    3. Importance of Complaints
    4. Consequences of Not Handling Complaints
    5. Angry Customers
    6. Complaint Handling Software
  12. Analyze and Qualitative Data
    1. Decision-friendly Data
    2. Difference Between Qualitative and Quantitative
  13. Analyze and Quantitative Data
  14. Act and Celebrate
    1. From Data to Action
    2. Add Visibility and Celebration


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
System Requirements
Here is what you need to participate in an ASQ web-based, self-paced, or instructor-led virtual WebEx course.

Registration Email

After course registration, you will receive an email with access instructions. If you do not, please check your email junk, spam, or clutter folders. If the email is not there, please contact ASQ. For virtual WebEx courses, you will receive another email 24 hours prior to the start of class containing additional access information.

Technical Requirements

  • Computer – PC or Macintosh
  • High-speed internet connection
  • Adobe Flash Player 10.3 or later
  • Windows: Internet Explorer 8 or later, Google Chrome (latest version), Firefox (latest version)
  • Mac: Safari 7 or later, Google Chrome (latest version), Firefox (latest version)
  • For instructor-led virtual WebEx courses, a speakerphone or telephone headset in a designated room or space with no distractions (preferred)

NOTE: Refer to product description for any additional system requirements.

WebEx – Virtual Course: Advance Preparation and Student Information

Join a Test Session

We strongly suggest that you join a WebEx test session in advance of your scheduled virtual training, using your preferred web browser. This can help prevent problems launching content the day your training begins.

If you do not have administrative privileges on the SAME computer you will be using the day of your training (i.e., your workstation within your organization) you may need the assistance of your local IT/IS help desk staff for the platform to engage correctly.

To join a test session (meeting), click here and enter your name and email address to join. If successful, you will see a screen that says "Congratulations! Your system is now set up properly ..."

Deactivate Pop-up Blockers

You should deactivate any pop-up blockers, spam filters, and company firewalls that could prevent the WebEx client platform or web-based course from working properly. Third-party toolbars such as Bing, Yahoo, and Google should also be disabled due to their own pop-up blocking capabilities.

Cancellation Policy
ASQ reserves the right to cancel or re-schedule courses and to change instructors. Please be advised that in the event of a course cancellation, ASQ is not responsible for airfare penalties or other travel related expenses you may incur.
  • If you need to cancel, we will refund your paid registration fee as noted below.
    • Requests for cancellations/transfers received at least 5 business days before the start of the course receive a full refund/transfer.
    • Requests received within 5 business days of the course starting incur a $150 processing fee.
    • After the course starts, there are no refunds or transfers.
    • Registrants who fail to attend without advance notice are liable for the entire course fee.
    • If you cannot find a substitute, we can transfer your course fees to another ASQ course of your choice.
  • You must successfully complete the entire course or program before IACET CEUs and a Certificate of Completion can be awarded.

Enrollment Details

Format: Classroom
Format: Web-based

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.

MMCS01JPR Self-Paced English 180 Days List: $189 Member: $169



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