Can you please give me some examples of some tools and techniques used to measure quality and the customer satisfaction within your an organization? Please give as much details as possible.


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Please see response attached for quality measures (see Posting 81998.doc) and the updated examples of ways to measure customer satisfaction below, including one example survey. See the two supporting articles as well. I hope this helps and take care.


What are some techniques and tools to Measure Customer Satisfaction?

Many agencies use tools such as:

* online customer satisfaction surveys,
* focus groups, and
* email feedback forms to gauge customer satisfaction and expectations.

In fact, some agencies have developed their own surveys, sometimes using a contractor to compile and analyze the data. Others purchase commercial satisfaction surveys that use a standard methodology across multiple websites.

If an organization is looking to …

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