Measuring Customer Satisfaction and Perceptions

- Measuring Customer Satisfaction and Perceptions.
- Start with measuring Customer Satisfaction to provide insight into:.
- What is the Impact when they do not have access to an OIT product or service?.
- Technology Effectiveness Customer Satisfaction.
- Considerations for a Customer Satisfaction Survey -1.
- Most literature on customer satisfaction surveys addresses the commercial customer.
- Process improvement impact - Investigating a perceived need - Training effectiveness - Evaluating a product or service.
- Considerations for a Customer Satisfaction Survey -2.
- Customer Satisfaction Survey Questions.
- Knowledge of product or service.
- of the product or service attribute.
- Ease of Use.
- Availability of the service.
- Accuracy of the service.
- Ask how long they have been using the product or service Impact on mission.
- Source: “Analysis of Customer Satisfaction Data” by Derek Allen and Tanniru R.
- 1 Ease of Use.
- Ease of.
- Response Time 0.43 1.
- Ease of Use .
- Customer satisfaction surveys can be an important measurement instrument.
- Understanding the impact resulting from problems with a product or service will focus OIT on the appropriate priorities.
- “Customer Satisfaction Tools, Techniques, and Formulas for Success” by Craig Cochran, Paton Press, 2003.
- “Analysis of Customer Satisfaction Data” by Derek Allen and

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