Customer Satisfaction Survey System Plan

摘要

The value and use of a validated Customer Satisfaction Survey is widely documented. It is a requirement of all present Quality Operating System Standards such as Malcolm Baldridge and ISO 9000. Measuring customer satisfaction is more than just asking (even if they like you!). We must provide a system that gets us as close to the "true" feelings of the customer as possible. The system should provide a numerical index to be tracked over time and replications. As with all sampling methods it must be tested to ascertain its effectiveness.