Document T025

Mesurer la satisfaction de sa clientèle pour mieux répondre à ses attentes

Training provided through the Institute for International Research on January 24, 2001

This presentation dwelves into four crucial areas of the measurement of client satisfaction: the definition of the concept of satisfaction and the ramifications of the chosen definition, the place of client satisfaction within a global view of organisational effectiveness for public sector organisations, the technical aspects of client satisfaction measurement and guidelines regarding the interpretation of client satisfaction measurement results and action stemming from them. The presentation draws from the literature as well as from the corporate experience of Circum Network Inc..

71 pages, 2158k [PowerPoint format]

---