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7/18/2016 © 2016 C&N Inventions CC 1
Customer Satisfaction Process
Customer Focus
Customer focus – more than sending out
surveys.
Part of a process:
leads to continual improvements
In turn – result in customer satisfaction
Resources are limited – apply where they do
most to improve customer satisfaction and
customer retention.
7/18/2016 © 2016 C&N Inventions CC 2
Customer Focus (Cont…
Process to meet goals:
Determine who your customer are.
Determine the attributes of your product or
service that are most important to your
customers.
Arrange these attributes in the order of
importance indicated by your customers.
Determine your customers’ level of
satisfaction with each of these attributes.7/18/2016 © 2016 C&N Inventions CC 3
Customer Focus (Cont…
Tie results of customer feedback to your
process.
Develop a set of metrics – that establish
performance and areas within the process
are having the greatest impact of
performance.
Implement measurements at the lowest
possible level in the organisation.
7/18/2016 © 2016 C&N Inventions CC 4
Customer Focus (Cont…
Work on those processes that relate to
attributes that have high importance but low
customer satisfaction ratings.
Work on those areas within the process that
offer the greatest opportunity to improve.
Update customer input and feedback on a
continual basis.
7/18/2016 © 2016 C&N Inventions CC 5
Customer Focus (Cont…
As process improvements correspondingly
increase customer satisfaction, move on to
the process improvements that are next in
importance.
Maintain open, continual communication
with all stakeholders on what is being done
and why and on what results are expected
and when.
7/18/2016 © 2016 C&N Inventions CC 6
Customer Focus (Cont…
Aggregate metrics organisation-wide into a
format for management review on a
continual basis and adjust as necessary.
7/18/2016 © 2016 C&N Inventions CC 7
References
Goetsch, D.L, Quality Management for
Organisation Excellence: Introduction to
Total Quality. 2014. Pearson Education
Limited: Edinburgh Gate
7/18/2016 © 2016 C&N Inventions CC 8
7/18/2016 © 2016 C&N Inventions CC 9
Contact Details
Conrad Sebego-Principal Associate
Email: [email protected]
Mobile: +27(0)82 468-5060
Fax: +27(0)86 613-8318
Address: 13 Baobab Street, Noordwyk, Midrand, 1687
Website: http://www.c-and-n-inventions.com
