Organisation: The Leadership Factor (UK)
Category: Customer Satisfaction Training
Description: Part 1: An approach to reporting
- Principles and examples of good reporting practice
- What to avoid
- Clarity of communication
- What ground do we need to cover?
Part 2: Reporting the sample
- Frequency analysis
- Comparisons with the population
- Charting categorical data
Part 3: Reporting on what customers said
- Descriptive analysis - means and standard deviations
- Charting mean scores
- Clarifying communication
- Calculating a Satisfaction Index for each respondent
Part 4: Dealing with uncertainty
- Internal benchmarking and tracking
- Testing for real differences
- Dealing with survey error
- Confidence intervals/margin of error
- Charting margins of error
Part 5: Moving towards action
- Calculating satisfaction gaps
- Choosing priorities for improvement
- Linking reporting to action
- Setting realistic targets for improvement
Part 6: Conclusions
- Software alternatives to Excel for analysis
- Recap key messages of the Customer Satisfaction Measurement survey report:
- Focus on key outcomes
- Communicate clearly and effectively
- Deal with potential challenges to the methodology
- Pick the right priorities for improvement
- Set realistic targets
Delegates will receive support after the course including:
- Examples of postal and telephone surveys
- Access to free AdviceLine staffed by professional researchers
Price: NA
Contact: The Leadership Factor (UK)
Taylor Hill Mill, Huddersfield
HD4 6JA, United Kingdom
Tel: +44 (0)1484 517575
Fax: +44 (0)1484 517676
e-mail: uk@leadershipfactor.com
Email :
uk@leadershipfactor.com
Webmail :
http://www.leadershipfactor.co.uk
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