CFT 3.1 Customer Satisfaction and Value Assessment

Title: CFT 3.1 Customer Satisfaction and Value Assessment (survey)

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Purpose: Collect customer satisfaction ratings and narrative improvement suggestions for each separate product, service or program

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Responsibility: Customer Focus Team (CFT)

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Value: Learn how to improve products, services or programs that meet customer needs and expectations

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Inputs: Customer responses to key elements of satisfaction and value perception (survey) 

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Outputs:  Export from survey (spreadsheet file containing all questions and responses)

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CFT 3.1 Customer Satisfaction and Value Assessment (part of survey)

CFT 3.1 Customer Satisfaction and Value Matrix (.xlsx)

Title: CFT 3.1 Customer Satisfaction and Value Matrix (.xlsx)

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Purpose: Displey customer satisfaction ratings in seven areas. 

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Responsibility: Customer Focus Team (CFT)

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Value: Learn how customer rates each product, service or program. Ratings include seven categories: specifications, availability, cost, competitive, quality, satisfaction and value. 

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Inputs: Data is from CFT 3.1 Customer Satisfaction and Value Assessment (survey) for separate product, service or program.

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Computations:  Rating scores of 7 categories, summary ratings, and maximum versus average ratings. 

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CFT 3.1 Customer Satisfaction and Value Matrix (example left and right)