Customer Satisfaction portal

Satisfaction Metrics Menu

• Metrics introduction
• One metric for satisfaction
• How can I use one metric in my business?
• Composite metrics introduction
• Creating a customer experience model
• Weighting questions and building a questionnaire
• Pulling your results into a spreadsheet
• Getting a satisfaction score for composite metrics
• Applying composite metrics
• Single or composite metrics: what's best for my business?
• Don't forget loyalty

Creating a customer experience model

To build your questionnaire, you will first need to dentify your key customer experiences.

The diagram on the right describes different aspects of the customer experience, beginning with Firsts impressions and ending with Quality of aftercare. Under each heading in the diagram, list the experiences pertinent to your business. Then prioritize the three most important for each stage.  These will inform the questions for your survey.

The following is an example of this technique applied to a restaurant.

► Weighting questions and building a questionnaire