Analyze data and results
How to conduct a customer satisfaction survey

We need to analyze the answers to each question and define a method for aggregating customer satisfaction levels.

The questions are prioritized either by the company in line with its own objectives, or by customers, who are asked to rank the criteria in order of importance.

By grouping the results obtained, for example using the categories presented in the following matrix, it is possible to define a relevant improvement action plan (see Defining an action plan [FIC 0369] and Monitoring action plans and involving...