Author:

Marcel Lips, Marc van Hal, Christien Kolenbrander

Publisher:

Waterworx | GWOPA

Description:

This document can serve as a guideline for setting up and improving a customer survey.

A well-defined process with clear defined responsibilities and tasks will increase customer satisfaction and needs to be embedded in the entire organization; not only the customer service department will have to work with the results. It should be a part of customer orientation supported by the whole organization.
Assigning responsibilities is one of the key factors that contribute to the success. For example:

• Who is responsible for which action?
• How is progress monitored?
• What are related topics (e.g. complaint management)
• Making a fixed agenda item in the management meeting

Page count:

16

Source:

gwopa.org/wp-content/uploads/2021/10/Customer-Survey-Guidelines.pdf

Copyright:

Waterworx | GWOPA