Customer satisfaction measurement techniques expert
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MenéameDescription
This is a specialist, often with a solid background in statistics, who suggests and implements the most suitable evaluation techniques in order to measure the a company or organisation's customer satisfaction levels. In order to achieve this, they must determine customers' needs and demands in relation to the various quality criteria for a product or service and the relative importance clients attribute to each of these criteria. These professionals make use of relevant statistical techniques in order to evaluate a company's customers' perceptions and activities. Furthermore, they are responsible for designing suitable mechanisms for consulting customers and analysing the results obtained, their meaning and validity.
Tasks
- Determine customer needs and demands.
Identify characteristics of goods or services that represent the most important dimensions (upon which clients base their opinion on the good or service) that must be researched.
Use the most appropriate methods to identify these dimensions, for example; consulting the supplier of a good or service, or by applying "the critical incident" technique, that consists in analysing the behaviour of the client using data from the company itself. To achieve this, company information is compiled (product characteristics, communication channels, etc.) and the incidence that the data has on the reaction or reply of the client is analysed. - Design the procedure to measure customer satisfaction, involving:
Select the consultation or information acquisition process.
Determine the reliability, internal coherence and validity of measures. - Design the support of the inquiry.
Determine questions.
Determines reply and measurement scale formats.
Produce customer satisfaction questionnaire. - Analyse and interpret results of the enquiry.
- Present results.
Produce charts, graphs or other depictions that allow customer assessments to be identified with respect to goods or service supply of the company in question and, also, with respect to the demands or expectations expressed.
Draft reports presenting these results for the client company or organisation.
| Catalan | Beginner
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| English | Advanced
