Question - You are approached by the Emerald Production Company management to review and analyze their customer satisfaction trends over the past 5 years. This assurance service would tell management if their suspicions were correct in that customer satisfaction has been declining, especially in the past 2 years. Management currently evaluates customer satisfaction based on customer retention and sales increases. While management sends out surveys via mail and email to customers, response rates are very low. Management does not consider the survey responses to be an accurate representation of their customer service. In fact, only customers with negative feedback are the ones who respond.
- Assuming that your firm can provide this type of service, where would you look to find guidance for this service?
- What standards would you need to follow?
- What type of report would you issue, and what should be included in the report?