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How do you forecast "Customer satisfaction Index"?

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#1   Posted: 24 Jul 2007 10:34

Hi Guys,

Many Companies follow some methodology to measure Customer Satisfaction. Whatever be the way , how do you forecast the "Customer satisfaction Index"?

I believe forecasting customer stisfaction will yield good result for any organisation.

Please drop in your views in this forum!

#2   Posted: 25 Jul 2007 20:07

Hi there, not sure how much of this you have done already at your company. Actually it doesn't have to matter, if you can incorporate a new way without facing obstacles. So what would I do?

Can I create a segment of concerns I am going focus on. Is that number 3, 5, 10 (or 11)?

Where would I be able to put my finger on how those X number of things are doing? Who is doing the tracking on all of those things? Do all of these people have the same way of doing the tracking, or are there different "languages" involved, and what can be done to make one language? What does it look like if I can put numbers underneath all of these things I think I am supposed to track?

Is that a customer satisfaction index? I think what I started to talk about was a customer process index. Can the values on customer satisfaction appear anywhere in this process?

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