Level 3

CUSTOMER SATISFACTION
Personal Interviews Focus Groups Designed Survey Benchmarking

LEVEL OF UNDERSTANDING

Level 2 Service, Desk, Networks, Hotline, Customer Reps, Unstructured Surveys

Level 1 Unsolicited Complaints

Reactive

Proactive

Determinants of Quality Service

R A T E R

eliability ssurance angibles mpathy esponsiveness

“Excellent service pays off because it creates true customers – customers who are glad they selected a firm after the service experience, customers who will use the firm again and sing the firm’s praises to others.”

P. Schroeder, 1994

• Encourages diversity • Initiates change • Builds a foundation for continuous innovative learning • Balances cost effectiveness with quality service • Assures customer satisfaction by involving customers • Requires the birth of a new organizational culture

Marks of Total Quality Management

If we hold on together I know our dreams will never die Dreams see us through to forever As high as souls can fly Where clouds roll by For you and I.
J. Horner/W. Jennings