Barcelona City Council | Capital humà

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.

• 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.

Regulated training and graduates

• Grau: Publicitat i relacions públiques
• Grau: Publicitat, màrqueting i relacions públiques
• Grau: Màrqueting i comunicació empresarial
• Grau: Màrqueting i comunicació digital
• Grau: Màrqueting i direcció comercial
• Grau: Màrqueting i investigació de mercats
• Grau: Màrqueting
• Grau: Ciències empresarials-management
• Grau: Administració i direcció d'empreses
• Grau: Direcció d'empreses
• Grau: Direcció d'empreses (BBA)
• Grau: Sociologia
• Grau: Psicologia

Complementary training

Other specific skills

Flexibility and change management: Level 2

Analytical thought: Level 2

Customer orientation: Level 1

Communication: Level 2

Planning and organisation: Level 2

Orientation within reach: Level 2

Communication

Those who show a preference for the field of communication are interested in the generation and dissemination of information. This information, however, can have various purposes: provide information on events and occurrences, generate public opinion on a certain topic or promote and publicise a service or product. Carrying out these activities requires knowledge of various techniques aimed at communication, persuasion and marketing.

Management

The organisation, administration and control of a company or entity are the main interests of people related to the management field. Activities included in this field of interest vary from effective resource management, feasibility analyses and solving business problems to the development of skills and fostering of motivation in relation to human resources. Knowledge regarding specific techniques of strategic administration and business management are required to carry out these activities.

Project Manager

Strategic planner

E-commerce manager

Hotel Public Relations

Product Manager

• Work hours

  Eight-hour working day, although they often work overtime to meet tight deadlines.

• Salary

  Their salary varies significantly depending on their experience, skills and the size of the company for which they work. Initially, it may range from 18,000 to 80,000 euros a year gross.

• Human resources and equipment

  In order to be able to carry out customer satisfaction measurement studies, experts require a team of qualified people with a knowledge of statistics and who are familiar with the measurement techniques being used.

• Initial investments

  They will have to invest in the necessary computer equipment and software in order to carry out studies to measure customer satisfaction and analyse the data obtained through fieldwork statistically.