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Discovery Surveys, Inc.
Specializing in Employee Opinion and Customer Satisfaction Surveys
How to Make More Strategic Use of Customer Satisfaction Surveys

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 customer surveys.

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 respond.

  • Develop an Action Plan Implementation Process.

  • Communicate the results widely.

  • Make the survey process ongoing rather than a one-time event.

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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