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Customer Satisfaction Seminars, Books, Sample Surveys, Videos, and Self-Study Tools

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Seminars

In this hands-on workshop, participants will learn the art and science of questionnaire design and a step-by-step approach to writing questionnaires that are responsive to the needs of decision makers.  To learn more,

Join our most comprehensive class on customer satisfaction measurement and management. You'll learn the entire process, from determining objectives and cost justification, through design, execution, and application of results.  For details,

Whether your focus is customer satisfaction, employee satisfaction, customer product needs, or any other area where survey research is appropriate, this workshop provides the background, knowledge, tools, and critical thinking skills to build and conduct a successful survey program from start to finish.  For details,

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Library Collections

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This collection includes a self-study course complete with self tests and CEU credit, three different books with over 500 pages of instruction, and thirty sample customer satisfaction surveys.  Click on each title to learn more.

Resources for fine-tuning an existing customer satisfaction program. Learn about improvement opportunities, analytical techniques, tools, and methods.  Click on each title to learn more.

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Sample Surveys

So many people ask, "Where can I find sample customer satisfaction questionnaires?" Here's the answer.  This guide teaches you the elements of a great questionnaire.  And, it includes 31 different customer satisfaction surveys for you to examine or use.  For details on what customer satisfaction surveys are included, click on the book cover.

32 different examples of customer satisfaction survey forms for assessing the quality of phone-based services have been collected in one place.  And, not just mail surveys -- this collection includes samples of real-world email, web, inserts, handouts, and faxed formats.  For details, click on the book cover.

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Books

In today's crowded marketplace, the cost of gaining new customers far exceeds the cost of keeping them. A solid customer retention plan can be the difference between a loyal customer and a lost one. Customer Retention offers valuable guidelines for turning current customers into loyal customers--and into reliable sources of profit.

Support organizations by their nature should be customer driven. Surveying is one means of listening to customer concerns.   This guidebook is written to help support managers who need to survey customers to effectively plan and manage a survey project.

Are you ready to construct your customer satisfaction survey?  Here's the advanced guide on how to do it - the only book of its kind - focused on survey construction.  Serious reading for serious results.  Definitely click on the contents button to review the wealth of subjects being addressed here.

From customer service guru Dr. Jon Anton and co-author Dr. Debra Perkins of Customer Relationship Metrics, here's the ultimate how-to manual to setting up your customer satisfaction measurement program.

An action blueprint for those faced with implementing customer satisfaction right now.

There are many methods and techniques for measuring customer satisfaction and service quality - and for certain assessments, one method is better than another. But, do you know which one?  Choosing between measurement techniques is a unique, hard-to-find skill.  But we found it for you.  This book will make you an expert.

For the advanced reader.  While covering the entire subject, this book focuses on advanced issues such as complex forms of analysis and interpretation, reporting, and international surveying.  If you're already conducting in-house customer satisfaction measurement, look here for up-to-date innovations to add to your programs.

Was the customer satisfaction measurement project just dropped in your lap?   Do you need to create a project plan but have no experience?  And, do you need to sound somewhat knowledgeable, too?  Here's your salvation.  Authors Hill, Brierley, and MacDougall have provided a project outline and all the directions to implement it, including much of the correspondence and the rationale you will need to explain the project -- and your decisions -- to others.

Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist in meeting this requirement.

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Videos

Continuous improvement is essential to long-term business success. Improvement initiatives can include changes in products and services, in organization structure, or in the behavior of employees. But one of the most important areas is customer driven process improvement.  This video teaches you how to capture customer feedback and link it directly to your organization's core process metrics for continuous improvement.

With this video, you will learn how to develop lasting relationships with core customers by blending customer satisfaction surveys, personal interviews, team site visits, and process improvement into your organization's corporate culture.

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Workbook-Based Self-Study Programs

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This course defines each step of the customers satisfaction management process and equips you with powerful research, quality, and planning tools to carry out the improvement process in your department and company.