Customer satisfaction survey & scoring system
Problem / Need
Sales had no structured feedback mechanism: client perceptions were anecdotal, NPS untracked, and there was no way to translate satisfaction signals into operational decisions.
Solution
Designed and conducted a customer satisfaction survey with the Sales team, delivering a structured client feedback database. Built and deployed a satisfaction scoring system, then trained Sales to use it for ongoing performance reviews. Findings shaped management policies that lifted NPS by 8 points and grew sales by nearly double-digits in one quarter.
Tools
Excel·Survey design·Statistical scoring