This post is another in my series about customer satisfaction surveys – you can read the last here (it has links to the others).
If you’ve started using surveys, you need to think about how you will access the data gathered and interpret the results.
Firstly, who should interpret the results? For me, this falls under the remit of the Service Level Manager, whose job it should be to identify unacceptable customer service. If you don’t have a Service Level Manager – why not?