Customer Satisfaction Measurement (CSM) at a quality award winning educational institution

To measure customer satisfaction the Singapore Institute of Technical Education (ITE), a pre-employment training provider and winner of the 2005 Singapore Quality Award, regularly and extensively collected data. The major tool used to measure satisfaction was an in-course education surveys that measured satisfaction with teaching effectiveness of lecturers and learning facilities. Other tools used were:…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.5 Conduct customer surveys