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Published byBernard Carson Modified over 9 years ago
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Satisfying User needs from a Quality Perspective Christina Cronsioe Marketing Manager, Statistics Sweden
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User needs from a Quality Perspective Customer studies at Statistics Sweden Reports from customer visits Quality Management An integrated approach Customer complaints
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Customer studies at Statistics Sweden Customer satisfaction study (CSI study) In-depths interviews Delivery questionnaires “Image of the agency”
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Reports from customer visits Key Account Managers Customer teams Customer visits Visits report
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Quality Management ISO 20252 EFQM Customer complaints → Take an integrated approach to the studies → Build up a better structure for customer complaints
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An integrated approach Visitors to the website Customer service User councils Data providers
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Customer complaints Bring structure to the complaints CRM system
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