Customer Satisfaction Management
Article Index
Customer Satisfaction Management
Expert Opinion
Survey and Research
Example Cases
Measure and Evaluate
Summary of Best Practices
Words of Wisdom


Self-assessments can be used to find out how effective organisations are at implementing various strategies, tools and techniques.
The following self-assessment (see Figure 5, below) will help to assess the quality of the customer services offered by your organisation. Answer each question by ticking the boxes which apply to you.




Any area that is not completely satisfied provides an opportunity to make improvements to the quality of customer services offered by your organisation.
(Note: this is a representative portion of the full selfassessment, which may be found in the member’s area of



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