Are your customers happy with your product, services and relationships?
What is your perception level of your customer satisfaction Index?
How does your perception vary with customers' evaluation about yourself?
How customers perceive your performance VS your competitor performance?
DGM will assist you conducting a feedback survey.
The primary objective of the CS survey is to measure the level of customer satisfaction with products ,services and relationships offered by the organization
The secondary objective of the CS survey is to prioritize improvement opportunities and develop action plans.
Design the questionnaire in consultation with the management. The questionnaire will consist of two parts:
Part A: Systematic rating of key attributes in order to measure the Customer Satisfaction Index, by attribute and by customer.
Part B: Open-ended responses to support the findings in Part A.
Program the web driven questionnaire in multiple languages
Invite local and global sample customers to respond to the web driven survey. Facilitate manual response wherever needed.
Collate and analyze the survey responses to measure customer satisfaction and highlight strengths as well as opportunities for improvement.
Validate the findings from the survey by meeting 10% of the respondents.
Prepare a Customer Satisfaction Survey Report.
Present findings to senior management.
Facilitate the development of action plans to further improve level of satisfaction