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Customer Satisfaction Internal Audit

By Rosemary Wright posted 03-23-2018 12:15 PM

  

All:
  • I have to do an audit for a customer satisfaction survey process by line of business.
  • These surveys are apparently weighted with business rules and reported to a corporate scorecard and corporate customer satisfaction scorecard.
  • Can you direct me to some sources so that I can build out a more comprehensive check and balance system for our survey process?
  • I have started a martrix for population, outbound, inbound [response] to attempt to get statistical reliability or level of confidence.
  • We also pay employee bonuses against these scores. Where do I start? I have put together a matrix for population, outbound, inbound [response] to attempt to get statistical reliability or level of confidence.
  • Can you direct me to some sources so that I can build out a more comprehensive check and balance system for our survey process? 
Thanks.
Rosemary
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