Customer Satisfaction Measurement Department System

The cycle starts in “Survey”: a card for each new survey with its clear objective, its questions, the target customer segment, and the decision to be built on its results. Once approved, the card moves to “Collection”, where the survey is distributed on the right channels and response rates are tracked until a representative sample is complete. The data moves to “Analysis”, where experience analysts extract the indicators — satisfaction, loyalty, effort — and read the open-ended comments, classifying them by topic. Improvement opportunities become initiatives in “Initiative”, each with an owner and a delivery date; their impact is then measured in “Measurement” by re-running the indicator after enough time; and the summary goes up in “Management Report” with clear, actionable recommendations.

Announcements are the team’s channel to the rest of the company: publishing the main measurement-cycle results to employees transparently, and announcing the initiatives launched from the customer’s voice and what they achieved — so everyone sees that customer feedback turns into action, not an archive. That raises engagement with future surveys, because customers feel the impact.

Coordinators design the surveys, manage distribution and collection, and follow sample completion; experience analysts extract the indicators, classify the open comments, and draft the recommendations; and the customer experience director approves the initiatives, presents their reports to management, and follows the execution of what is approved until its effect shows in the next measurement cycle.