Measuring Customer Satisfaction enables a business to identify areas of strength and weakness in its service to customers and, most importantly, helps to identify and prioritise specific opportunities for improvement. Many companies use telephone interviews with their customers to gather data that hel can then be used to track changes in service levels over time and in response to specific initiatives. Insight into customer satisfaction can help identify and then exploit weaknesses in a competitor’s service offering as well as benchmarking service against a main competitor.
This paper examines some of the key issues to consider when setting up a Customer Satisfaction Survey in the construction and building materials sectors.
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