When a study of customer satisfaction issues has been completed, it is normal for a report of findings and recommendations for actions be assembled and presented to management. What happens next is key to the success of the organization’s customer satisfaction strategy. In a recent article titled, Customer Satisfaction: A Customer Service Advisory Council: Example of Final Report, a transit authority received 78 recommendations in 8 focus areas with associated action plans, most of which involved additional costs and / or personnel. This article covers the next steps taken by the Toronto Transit Commission.

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