Customer perception


To consistently improve customer satisfaction it is essential to focus on reducing the variation in performance.

Consider using with

Tool name Description
Critical to success tree Identify needs
Data collection plan Collect data
Frequency distribution Analyse variation
Value stream data Process data
Voice of customer Assess needs

Comments (2)

Average rating 4.50

Adrian Dunn - 18/12/2008 17:07:45 5 out of 5
Good illustration in the example application - I see this type of behaviour frequently
Anthony Swift - 14/10/2008 09:39:13 4 out of 5
Very useful for showing others how well our process actually performed.
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