Creating and Measuring Customer Satisfaction

Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectations.  It is seen as a key performance indicator within the business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.  The implementation of a customer service standard should lead to higher levels of customer satisfaction, which, in turn, influences customer retention and customer loyalty.

This two-day program will give the participants the necessary tools and techniques to create and measure customer satisfaction.


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