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)

3.1 SM.jpg

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. 

3.1 SM_MATRIX..jpg
3.1 SM_MATRIX2..jpg

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