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Operations Due Diligence by James F. Grebey

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Summary of the Customer Satisfaction Infrastructure Questions

1. How does the business manage customer satisfaction?

2. Does the business measure its level of customer satisfaction periodically?

3. Does the business plan rely on high levels of customer satisfaction to drive recurring sales?

4. Does the business publish customer satisfaction guidelines defining how employees will interact with customers?

5. Who is responsible for managing customer satisfaction?

6. Is customer satisfaction a competitive discriminator for the business?

7. Which of the three customer satisfaction discriminators (cost, reliability, and usability) does the business have a reputation for leading in?

8. What are the customers’ perceived life cycle cost and return on ...

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