Tài liệu Measuring Customer Satisfaction

Measuring Customer Satisfaction

1. Introduction

This Guide is designed to help vocational rehabilitation (VR) programs serving American Indians/Alaska Natives collect customer satisfaction data in culturally sensitive ways. While this Guide is written for VR program staff, it is intended to be useful to anyone interested in VR and related topics. So, when we say “you” in the Guide, we are referring to VR program staff but, by extension, we mean any reader.Throughout this Guide, we refer to “customer” satisfaction. Sometimes we, and other sources, refer to “consumer” or “client” satisfaction. Generally, customer, consumer or client satisfaction can be used interchangeably; however, we think it may be important for program staff to think about your clients as “customers”—in many situations, dissatisfied customers can and do seek products and services from a different provider. Thus, providers are (or should be) motivated to make and keep their customers satisfied with the services and products provided. The goal of this Guide is to help you keep your customers satisfied with your program’s services, activities, and products.1 Currently, there is little information about VR customer satisfaction for American Indians/Alaska Natives at the national or local levels.2 In general, we lack information about the VR services, activities, and facilities American Indians/Alaska Natives find to be most and least useful and satisfying, and we lack information on how customer satisfaction can be improved. You can use this Guide to help you and others collect and report customer satisfaction data, and to use the data to improve the level of satisfaction of your customers.