Day 1: Designing the Satisfaction Measurement System

Applied Measurement Purpose

• Clarify decision each measure should support
• Separate relationship satisfaction from transaction feedback
• Identify where in journey measurement belongs
• Define a concise measurement brief

Question and Scale Design

• Write questions testing idea at time
• Avoid leading or overly technical wording
• Choose rating scales appropriate to question
• Review a survey for avoidable bias

Sampling and Timing

• Select customers representing relevant service experience
• Choose timing close enough to interaction
• Reduce repeated requests to same customers
• Document limitations affecting interpretation

Day 2: Analyzing Results and Customer Comments

Reading Quantitative Results

• Compare changes against a defined baseline
• Examine variation across branches/channels/segments
• Separate meaningful movement from small fluctuation
• Identify results requiring deeper investigation

Reading Open-Ended Feedback

• Collect comments connected with measurement question
• Group comments into simple service themes
• Select examples explaining the score
• Connect theme with clear follow-up action

Connecting Feedback with Operations

• Link satisfaction with wait/resolution/repeat-contact
• Identify score-service performance contradictions
• Form hypothesis about cause of dissatisfaction
• Define evidence needed to test

Day 3: Dashboard, Improvement Priorities, and Closing the Loop

Prioritizing Practical Improvement

• Rate themes by frequency/severity/value
• Separate quick fixes from structural changes
• Choose limited number of action priorities
• Assign ownership for further diagnosis

Customer Satisfaction Dashboard

• Show trends segments and key themes
• Include operating context alongside ratings
• Highlight thresholds requiring action
• Build a concise management view

Closing the Feedback Loop

• Set update times for open issues
• Communicate what was changed after feedback
• Explain where change is not possible
• Review whether action affected future satisfaction

• Survey and feedback samples requiring question-quality and bias review
• Analysis of quantitative results and customer comments from mixed data sources
• Priority exercises translating findings into service actions and ownership
• A dashboard project ending with a decision-focused service review page