Live Webinar

65-minute live streaming program
  • December 17
  • 1:00 - 2:05 pm EST

Also available as:

OnDemand Course

Creating and Analyzing Customer Satisfaction Surveys

December 17

Learn the importance of using customer satisfaction surveys to measure and improve service quality.

Understanding your customers’ needs and expectations cannot be overstated. This knowledge should be the cornerstone of an organization’s overall direction and strategic business plan.

Customer feedback can be utilized to:

  • Identify the changes needed to provide customers with greater value and positive experiences

- While strengthening relationships

  • Determine your customers’ perceptions of your organization’s current performance

- Including a comparison to your key competitors

  • Provide direction and standards of performance to your employees
  • Drive enhanced profits and growth

However, designing and conducting an effective customer satisfaction survey involves a series of specific initiatives. This course will arm you with those best practices.

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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Why Bother to Survey Your Customers?
  • Capturing Your Customers’ Expectations: Their Definition of Value
  • Creating Positive Customer Perceptions to Generate Customer Loyalty
  • Utilizing Surveys to Increase Your Market Share, Profits and Shareholder Value
Determining Your Customer Survey Objectives
  • Who Will Use This Information?
  • What Do the Users Plan to Accomplish With the Data?
  • What Information Will Allow the Users to Achieve Their Objectives?
  • Which Customer Segment(S) Will You Want to Survey?
Identifying the Product and Service Attributes Most Important to Your Customers
  • Value = What Your Customers Get (Products, Services and Experiences) vs. What It Costs Them (Price and Effort)
  • Utilizing In-Depth Interviews and Focus Groups to Determine What’s Most Important to Your Customers
  • Letting Your Customers Tell You What to Survey
Selecting Your Best Survey Methodology
  • Pros and Cons Associated With Each of Several Survey Methodologies
  • Issues That Should Determine Which Survey Methodology You Use
Designing Your Survey Questionnaire
  • Five Subsections of a Survey Questionnaire
  • Steps in Designing a Customer Satisfaction Questionnaire
  • Multiple Types of Available Questions
Developing Your Sampling Plan
  • Factors to Use to Determine the Size of Your Sample
  • Sampling Process Steps
Analyzing and Utilizing Your Customer Feedback
  • Commonly Utilized Techniques for Analyzing Survey Results
  • Creating an Action Plan to Make Your Organization Known for Doing Those Things Most Valued by Your Customers
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

Live Webinar Registration

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     

OnDemand Course

This course was last revised on August 28, 2018.

Call 1-866-352-9540 for further credit information.

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, operations managers, technical and support representatives, and marketing and public relations managers.

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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Pete Tosh

Pete Tosh

The Focus Group

  • Founder of The Focus Group, a management consulting firm that assists organizations in sustaining their profitable growth through enhanced Customer Loyalty
  • Frequently creates and facilitates leadership development programs for organizations such as: the American Management Association, the Georgia Employers’ Association, Community Bankers Association, etc.
  • Co-wrote Leading Your Organization to the Next Level
  • Clients include manufacturing and service organizations across the U.S., Canada, Caribbean, Europe and the Middle East such as Exxon, Brink’s, EMC, State Farm Insurance, Marriott, N.C.I., Cracker Barrel, Seagram and YKK
  • Prior to founding The Focus Group, he had extensive experience at the plant, divisional, and corporate levels — in the Human Resource and Customer Satisfaction fields to include the V.P. of H.R. and Quality
  • B.A. degree in psychology, Emory & Henry College; master’s Degrees in both business administration and industrial psychology, Virginia Commonwealth University
  • Can be contacted at 478-746-6891 or [email protected]
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Why Lorman?

Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

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Additional benefits include:

  • State Specific Credit Tracker
  • All-Access Pass Course Concierge

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 411754
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