The Problem:In this six sigma case study, we look at how a call center that wanted to get more knowledge out of their customer satisfaction surveys. For years, customer satisfaction surveys were sent out to thousands of customers after they had called in to the center. For the most part, the results from the surveys were averaged out and monthly customer satisfaction levels were broadcast to all departments. The client wanted a survey from which they could get critical information that would point to optimizing customer satisfaction.
The Method: A team was formed to revamp the customer satisfaction survey in order to attain conclusive information on how to increase customer satisfaction. First of all, the team created a Level 0 process map and identified the possible inputs that may affect the output of customer satisfaction. By the time the map was finished, there were over 90 inputs which were identified! Click here to read more…
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