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75 painful questions about your customer satisfaction

Hubert Rampersad (International Consultant in the field of Total Quality Management and Strategic Management, METEM Consulting, Zoetermeer, The Netherlands.)

The TQM Magazine

ISSN: 0954-478X

Article publication date: 1 October 2001



Customer satisfaction is a key issue for all organizations in both the private and public sectors. To survive, you must understand and provide what the customer wants. It is important to understand the entire chain of customers. The needs of each customer must be examined separately. Not only the external, but also the internal customers should be considered. In fact, if the company does not satisfy the needs of the internal customers, how will it be able to comply with the needs of the external customer? All employees determine the degree of customer satisfaction. As a supplier, you should try to figure out what the customer needs and wants. This article focuses on all these aspects, based on 75 painful questions about your customer satisfaction.



Rampersad, H. (2001), "75 painful questions about your customer satisfaction", The TQM Magazine, Vol. 13 No. 5, pp. 341-347.




Copyright © 2001, MCB UP Limited

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