Customer Satisfaction Toolkit

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Work with functional business peers in operations, finance, marketing, and sales to improve the forecasting process and overall planning execution to sustain high levels of Customer Satisfaction, while Reducing Costs and improving Working Capital turnover.

More Uses of the Customer Satisfaction Toolkit:

  • Warrant that your group strives to meet customer expectations without exception and achieve highly positive Customer Satisfaction Survey results consistent with Strategic Objectives.

  • Ensure the team operates at peak efficiency, with Customer Satisfaction being the primary goal, by supervising, organizing, directing, and training employees and establishing, monitoring, and managing operational and departmental goals.

  • Arrange that your operation develops strategic operating plans and responds to changing business conditions, with an emphasis on Customer Satisfaction through continuous Process Improvement.

  • Drive: implement strategies and processes to maximize Customer Lifetime Value and minimize churn risk while increasing overall Customer Satisfaction and identifying up sell and cross sell opportunities.

  • Provide support to Business Development Sales And Marketing to win new opportunities, secure new accounts and opportunities, and manage existing accounts and opportunities.

  • Establish that your enterprise complies; directs the development and preparation of the Divisions annual business plan and budgeting process; monitors progress against Business Objectives throughout the year.

  • Achieve the highest possible net operating income through the implementation of effective cost control and revenue improvement programs; identify trends and recommend appropriate strategies and adjustments.

  • Audit: plan, evaluate, and improve the efficiency of functional training Processes And Procedures to enhance speed, quality, efficiency, output and Customer Satisfaction.

  • Ensure you research; lead and work with Estimating department on the project buyout process and determination of the subcontractor/vendor Selection Criteria and commitments.

  • Confirm your venture uses discretion to achieve timely solution of problems in order to ensure Customer Satisfaction, eliminate downtime and prevent cost overruns.

  • Manage property risk effectively by communicating incidents and potential liabilities immediately, and correcting issues on a timely basis.

  • Provide customers with the highest levels of service and professionalism to ensure Customer Satisfaction without compromising on Public Storage integrity.

  • Support and lead the Service Management process to drive on time performance, manage customer expectations and improve Customer Satisfaction.

  • Methodize: monitor key Performance Metrics like Customer Satisfaction, renewal rate, upsell/cross sell lead identification, reference ability, renewal likelihood, adoption, consumption, and Customer Engagement.

  • Develop: work closely with you Service Leadership to develop, revise and maintain site level SOPs to allow for reasonable specialization and adaptation.

  • Provide general knowledge, training and solution sets to first level support teams to improve first call resolution and increase Customer Satisfaction.

  • Ensure Service Delivery meets the business requirements of the sourcing strategy (based on defined SLAs) and align Service Delivery capacity to business demands, while managing Customer Satisfaction.

  • Write and distribute accurate and thorough minutes of each consideration of strengths, current and past concerns and compliance needs.

  • Support the internal Project Management and installation teams in developing and executing Customer Success strategies to address Customer Engagement, profitability, upselling opportunities, and overall Customer Satisfaction.

  • Be the leader in the facility to promote a culture of systems and consistency thinking, drive Continuous Improvement and performance excellence in Customer Satisfaction and manufacturing.

  • Collaborate with marketing, sales, and professional services to assess and where appropriate create pricing, product positioning, competitive assessment, and profitability while ensuring Customer Satisfaction.

  • Govern: overall management of divisions Customer Satisfaction and determine existing or potential customers specific services and equipment needs.

  • Drive: continuously seek opportunities to improve operational processes to improve consistency of delivery, improve Customer Satisfaction and Reduce Costs.

  • Lead: monitor customer activity on a daily, weekly, and annual basis to ensure maximum Customer Satisfaction, lane analysis, on time performance, and new activity trends.

  • Secure that your operation assess the level of Customer Satisfaction and provide data to lead the Purchasing and Property Management Department in Continuous Improvement initiatives.

  • Support organization policies and guidelines in processing invoices to ensure accurate and timely cash collection and Customer Satisfaction.

  • Lead project team meetings in order to provide ideas, methods or changes to processes to improve Customer Satisfaction and overall efficiencies.

  • Govern: proactively inform customers about cloud updates, upgrades and ensure necessary action to maintain availability and Customer Satisfaction.


Save time, empower your teams and effectively upgrade your processes with access to this practical Customer Satisfaction Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Customer Satisfaction related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Customer Satisfaction specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Customer Satisfaction Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Customer Satisfaction improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. If you find that you havent accomplished one of the goals for one of the steps of the Customer Satisfaction strategy, what will you do to fix it?

  2. What are you attempting to measure/monitor?

  3. What are the essentials of internal Customer Satisfaction management?

  4. What is the standard for acceptable Customer Satisfaction performance?

  5. How do you manage unclear Customer Satisfaction requirements?

  6. What happens if Customer Satisfaction's scope changes?

  7. Would you recognize a threat from the inside?

  8. What should a Proof of Concept or pilot accomplish?

  9. Are your outputs consistent?

  10. What tests verify requirements?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Customer Satisfaction book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Customer Satisfaction self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Customer Satisfaction Self-Assessment and Scorecard you will develop a clear picture of which Customer Satisfaction areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Customer Satisfaction Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Customer Satisfaction projects with the 62 implementation resources:

  • 62 step-by-step Customer Satisfaction Project Management Form Templates covering over 1500 Customer Satisfaction project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Customer Satisfaction project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Customer Satisfaction project team have enough people to execute the Customer Satisfaction project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Customer Satisfaction project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete Customer Satisfaction Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Customer Satisfaction project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Customer Satisfaction project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Customer Satisfaction project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Customer Satisfaction project with this in-depth Customer Satisfaction Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Customer Satisfaction projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Customer Satisfaction and put Process Design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Satisfaction investments work better.

This Customer Satisfaction All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.