Imprint: CS Publications - Cambridge Audits
Paperback List Price: £55.00 Format: Paperback Extent: 110pp. Size: A4 ISBN: 978-1-902433-98-1 Tags: Systems Thinking, Innovation, Business Strategy, Customer Satisfaction, Organisational Leadership The Customer Satisfaction Audit by Abram I Bluestein Discounts if you buy several audits.
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The Customer Satisfaction AuditAn 8-step audit to ensure that your organisation stays focused on customer needs It has become clear that the only sustainable competitive advantage is one that is based on satisfying customers thoroughly. Yet research shows that less than one third of all companies have a well-developed and coherent customer satisfaction process linked to operating strategies and plans. (Even though many companies do have elements of a total customer satisfaction process in place.) This audit, which includes important sections on managing the customer satisfaction process itself, is the ideal business tool for any company setting out to analyse and improve customer satisfaction levels. The audit begins by explaining the customer satisfaction process in detail, then analyses why companies fail to satisfy their customers and sets out a framework - the Stages of Excellence Framework - within which you can develop and implement an effective customer service program. The audit sets out questions that you will ask at each of the eight stages of the Stages of Excellence framework:
Overall, the audit will help you to:
ReadershipA practical toolkit for HR and other senior executives who want to understand and assess customer satisfaction.
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