In this presentation, Dr. Bruce Katcher will talk about why
customer satisfaction surveys often fail. He will provide specific examples
from his consulting work to demonstrate how to make more strategic use of
Some of the advice he will offer includes:
Establish clear, quantifiable objectives
related to your strategic plans.
Involve senior management.
Make certain that customer perspectives are
included in the survey.
Do everything possible to encourage customers to
Develop an Action Plan Implementation Process.
Communicate the results widely.
Make the survey process ongoing rather than a
For further information on how Bruce can enhance your next
meeting by educating, informing, and entertaining your colleagues, contact him
at: 888-784-4367, or email .
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