Customer Satisfaction: Analysis and Implementation
- Link: Customer Satisfaction: Analysis and Implementation
- Topic: Programming & Services - Customer Service
- Level: Elective
- Sponsor: WebJunction
- Format: self paced online
- Contact Hours: 2.5
NOTE: You must have a WebJunction Learning account to access this course. Click on the link above and then click on Go To Courses in the teal box in the middle of the page to the right. Enter your learning account login and password. Follow the path below to find the course.
Under Subject Area Menu > Customer Service & Interpersonal Skills > Customer Service > Customer Satisfaction: Analysis and Implementation
What you get out of a well-designed customer satisfaction survey will depend largely on the power of the analytical tools you apply to the data and the effectiveness of actions taken based on the resulting information. Although the analysis itself is best conducted by your statistical team, you'll be able to use survey results more effectively if you understand how key analytical tools are applied.
In this course, you'll examine how to transform data into information that can be acted on. You'll learn the tools of basic statistical analysis as well as those that show relationships and allow you to plan improvements.
Equally important, you'll find out how to move from understanding your customer satisfaction situation to implementing improvements to increase satisfaction.
Duration 2.5 Hours