Measuring and Improving Cust Sat
Measuring and Improving Cust Sat
Satisfaction
Ron Muns
HDI Founder & CEO
March 21, 2006
LINK
Agenda
• Credibility
• Budget approvals
• Business alignment
• Attitudes towards outsourcing
• Attitudes towards IT leadership
• Improve support for new initiatives
So just what is
Customer Satisfaction?
• Customer Satisfaction is the customer’s
perception of the actual service received
as compared to the service they expected.
1. Ease of use
2. Was your problem solved
3. Neither, just browsing
What is HDI – CSI? (hint…no crime scene involved)
Questions: [email protected]