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Overview & Objective
This two-day workshop will cover the basic and advanced topics in
On-line and Off-line Customer Satisfaction Survey and Management
that enable the participants to increase their awareness and
knowledge of the Customer Satisfaction Survey in terms of
methodology as well as management concept. Participants will also
learn how to develop appropriate plans to integrate the survey.
This two-day course addresses the importance of managing Customer
Satisfaction Survey and exceeding customer expectations by analyzing
the results from the survey. Participants will have a complete and
systematic learning of every aspect of satisfaction survey from
designing to presenting.
ADDITIONAL BENEFIT of this workshop: Participants will receive a
general report of the eSurvey on one industry (Internet Banking,
Internet Securities Trading, Internet Purchasing)
Course
Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply the contents that they have learnt in
class.
Practical Case Study
Experience sharing, lesson learned and findings in the online
customer satisfaction and loyalty survey in HK:-
• Internet Banking
• Internet Securities Trading
• Internet Purchasing
Who
Should Attend
Head of Service Quality, Head of Operations, Branch Director, Head
of Customer Service, General Manager, Marketing Director
Course
Outline
How to Design a Successful On-line and Off-line Customer
Satisfaction and Loyalty Survey
• Questionnaire Design
• Focus Group
• Infrastructure for online survey
• Analysis |
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Advances In Customer Satisfaction Management Introducing /
Understanding Customer Satisfaction And Loyalty
• What Is Customer Satisfaction?
• Impact of Customer Satisfaction
• Who Are Your Customers?
• What Are Customers Expectations?
• Performance Gap Analysis
• Voice of Customers
Problem Definition & Model Formulation
• Qualitative Research
• Analysis of Past Data
• Attrition Research
• Latest Model Development
• Transactional vs. Relationship Survey
Program Design
• Questionnaire Design & Scaling
• Sampling
• Means of Data Collection
Performance Metrics
• Reliability of Metrics
• Performance Tracking
Competitive Measures
• Benchmarking
• Gap Analysis
• Value Mapping
Tracking System
• Goal Setting
• Continuous Feedback
• Testing New Initiatives
Action Plan For Improvement
• Quadrant Charts
• Key Drivers Analysis
• Best Practices
Strategic Analysis
• Loyalty Modeling
• Recovery Strategies
• What if? Analysis
• Payoff Analysis
• Pitfalls of Regression Model
• Advanced Statistical Tools
Program Evaluation
• Impact Analysis
• Program Refinement
Presenting CSM Results
• Actionable/Informative Output |
