DEVELOPING AN EFFECTIVE CUSTOMER SATISFACTION SURVEY

Developing an Effective Customer Satisfaction Survey

The Facility Management industry is continuing to strengthen its position as a “customer-focused” business services provider. Understandably, this requires a keen understanding of who the customer is and what their needs are. Surveys are a good way to capture this data. BUT BEWARE – surveys need to capture the right information with the least amount of effort required. This webinar will discuss the important relationship between customer satisfaction and financial measures – the two are intertwined! Factors such as occupant satisfaction, worker comfort, and operational efficiency all affect satisfaction and costs. This research-centric presentation will provide recommendations on the types of questions to ask, frequency of use, and industry tools available to assist in the collection of customer satisfaction data.