Customer satisfaction management involves the effective coordination of customer experiences and the careful management of product and service quality so that they meet or exceed customer requirements.

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.3 Design customer surveys
1.1.4 Conduct customer interviews/focus groups
1.1.5 Conduct customer surveys
1.1.6 Analyse customer data
1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships
15.2.1 Customer satisfaction, accolades, awards
15.2.2 Customer retention/referral/relationship building
8.2.3 Leadership relationships with customers

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