The index, an overall indicator can be calculated from measures or surveys of retention, service standards, perceived value, perceived quality, it may also include measures from other indexes. It is important to ensure that all measures included are linked to goals and strategies i.e.., there must be an agreed reason to measure them. One of the key benefits of the customer satisfaction index is that if a standard model is used derive its value, it represents a uniform and comparable system of me

BPIR Categories

15.1.1 Strategy success measures & performance indexes
1.3.1 Build customer relationships
15.2.1 Customer satisfaction, accolades, awards

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