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Vice President, Product Strategy
Director - Patient Access and Care Coordination
VP Customer Relations
Customer Satisfaction Surveys
When you measure customer satisfaction, ensure that all your measures are consistent across all devices. For example, if you measure satisfaction by asking 5 questions at the end of a telephone call, make sure the questions are consistent with on-line forms, hardcopy questionnaires sent to customers, etc. This way, no matter where the data comes from, it will always be consistent.