Measuring and Managing Customer Satisfaction and Loyalty

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Who Should Attend
Customer service managers, controllers, management analysts, quality managers, QA engineers, quality system managers, marketers, statistical researchers, technical managers, TQ managers and TQM directors.

Learning Outcomes

• Design actionable customer surveys.
• Link measures of customer satisfaction, value and loyalty to other organizational and marketplace performance measures.
• Identify a four-step process for measuring and managing customer satisfaction and retention.
• Define ownership for customer-driven targets and priorities.
• Learn methods and processes for creating long-term customer value and improved business performance through case studies and team exercises.

Related ASQ Bodies of Knowledge
Certified Quality Improvement Associate, Certified Manager of Quality/Organizational Excellence

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