Customer Satisfaction / Customer Service Audit
Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Organizations are increasingly interested in retaining existing customers while targeting non-customers; measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. While a customer satisfaction / customer service audit measures customer satisfaction overall, it also determines the impact of specific products or service features on satisfaction.

So how is a customer satisfaction / customer service audit project carried out?
In addition to a question about overall satisfaction, questions about satisfaction with different aspects of the product/service are posed to customers, thus establishing customers’ satisfaction with the product/service at large as well as its separate aspects. In addition, by creating a customer loyalty index or net promoter score, satisfaction can be strategically tracked over time. Examining these critical customer base segments produces actionable findings for how best to convert those customers at risk to those who are loyal.

For more information about Customer Satisfaction, go to http://www.quirks.com/articles/a2005/20051004.aspx?searchID=17637364&sort=4&pg=2