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Customer Satisfaction Surveys
Taxonomy Code: TP-6500.1800-150
Programs that help nonprofit organizations, small businesses and other groups plan and implement a survey process that allows them to measure customer or client satisfaction with their products and services, identify emerging or unmet needs, identify and prioritize needed changes and track the effectiveness of changes with the objective of maximizing customer retention, improving customer loyalty and better positioning themselves among prospective clients. Satisfaction surveys can also be used to allocate resources more efficiently, focus expansion efforts on areas in which the organization excels, gather input on new products and services, and predict which customers will stop using service and/or leave for competitors. Data collection methods include mail, telephone and Internet surveys, personal interviews, focus groups and secret shopping.
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