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)