Operations Due Diligence: An M&A Guide for Investors and Business

CUSTOMER SATISFACTION METRICS

Customer satisfaction metrics need to be tracked throughout product development, beginning with the definition of the requirements and continuing through design, implementation, and testing. Each product design change must consider the impact the change will have on the eventual cost, usability, and reliability of the product. Does the business identify and collect customer satisfaction metrics throughout the life cycle of the product?

Employees need to be asked to make a personal commitment to achieving high levels of customer satisfaction, and they need to understand the impact their job has on the customers’ experience with the business. One way to accomplish this is for customer satisfaction metrics to be fed ...