Definition
Programs that help nonprofit organizations, small businesses and other groups plan and implement a survey process that allows them to measure customer or client satisfaction with their products and services, identify emerging or unmet needs, identify and prioritize needed changes and track the effectiveness of changes with the objective of maximizing customer retention, improving customer loyalty and better positioning themselves among prospective clients. Satisfaction surveys can also be used to allocate resources more efficiently, focus expansion efforts on areas in which the organization excels, gather input on new products and services, and predict which customers will stop using service and/or leave for competitors. Data collection methods include mail, telephone and Internet surveys, personal interviews, focus groups and secret shopping.
URL Name
TP-6500-1800-150
Third Level Code
TP-6500
Taxonomy Code
TP-6500.1800-150
Parent Code
TP-6500.1800
Family Code
T
Second Level Code
TP
Fifth Level Code
TP-6500-1800-150
Fourth Level Code
TP-6500-1800
Use References
Client Satisfaction Surveys
Publication Status
Draft