
START HERE: Training Video 6.1a Product, Service and Process Design
OE21tm
Managers Guide to
Organization Excellence

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CFT 3.1 Customer Satisfaction and Value Assessment
Title: CFT 3.1 Customer Satisfaction and Value Assessment (survey)
Purpose: Collect customer satisfaction ratings and narrative improvement suggestions for each separate product, service or program
Responsibility: Customer Focus Team (CFT)
Value: Learn how to improve products, services or programs that meet customer needs and expectations
Inputs: Customer responses to key elements of satisfaction and value perception (survey)
Outputs: Export from survey (spreadsheet file containing all questions and responses)

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)
Purpose: Displey customer satisfaction ratings in seven areas.
Responsibility: Customer Focus Team (CFT)
Value: Learn how customer rates each product, service or program. Ratings include seven categories: specifications, availability, cost, competitive, quality, satisfaction and value.
Inputs: Data is from CFT 3.1 Customer Satisfaction and Value Assessment (survey) for separate product, service or program.
Computations: Rating scores of 7 categories, summary ratings, and maximum versus average ratings.


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