150066400 MEASURING CUSTOMER SATISFACTION ( 3 Crd.Hrs )

This course is an overview of current methods of customer satisfaction measurement and management techniques. Topics covered include determining customer needs, reliability and validity, developing customer satisfaction questionnaires, sampling methods, presentation of customer satisfaction data and measuring and managing customer loyalty. Emphasis will be placed on using the results of customer satisfaction measures to improve products and processes within an organization. The objective of this course is to provide students with the ability to measure customer satisfaction and to utilize the results to improve quality throughout an organization. Students will employ statistical techniques and software in the design, presentation and interpretation of customer satisfaction questionnaires. They will learn how to engage their employees and improve their organization’s processes to meet customer needs and create satisfied, loyal and profitable customers.