Customer Satisfaction Management process

TYPICAL CLOSED LOOP MANAGEMENT PROCESS

1. Agree overall strategy and individual survey objectives

2. Carry out survey, using the most appropriate methodology
telephone surveys normally offer best value

3. Understand the customer feedback
select and prioritise areas of concern for improvement activity
allocate responsibilities and timescales

4. Communicate results,
internally, by cascade (Manager to reports)
externally, by letter to all customers
externally, by any other appropriate means (User Groups, conferences)

5. Improvement planning activities
teams set up with clear direction as to their task
teams to present proposals

6. Accept and implement improvement initiatives

7. Re-survey to establish effects and consequences of above; incorporate review (and revision) of survey objectives.