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CUSTOMER SERVICE SATISFACTION AUDITS

Method
:
Either telephone interviewing, personal interviews, self completion questionnaires or increasingly use of the web for business to business clients. A smaller number of depth interviews are also conducted to provide further insight and explanation.

Analysis:
Average scores for each aspect of
  service
Make comparisons easy to detect
Identify key areas of strength and
  weakness
Ranking service from best to worst
Making comparisons between surveys
Interpretative verbatim comments
Set up action standards e.g. converting
  those who are unsatisfied to being
  satisfied
Identify service provisions that will
  make the biggest impact


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