Series:

Financial Times

1 total work

Cover of Customer Satisfaction Audit
ASSESS YOUR CUSTOMER CONTACT STRATEGY Research has shown that an unhappy customer will tell on average 9 other people about an unsatisfying experience. Yet a totally satisfied customer is less likely to be attracted by price reductions offered by your competitors and hence will remain loyal to a company. This audit shows you how to achieve competitive advantage by achieving total customer satisfaction. It provides you with a mechanism for auditing your existing customer satisfaction process and describes: *Why companies fail to satisfy their customers*The requirements of an effective customer service programme*How to plan your audit in a straightforward and practical manner*The steps needed to conduct a comprehensive customer satisfaction audit*How to implement a customer satisfaction audit