Video – A Guest Lecture Focusing On Customer Satisfaction Surveys


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You can tell it’s the holiday season! Its quiet in the office, and we found a recording of a guest lecture, given at Huddersfield University, and transferred it onto YouTube.

The lecture concentrated on customer satisfaction surveys in general, and on B2B client feedback in particular.
Appart from the fact that the talk lasts for 80 minutes and was given without notes, interesting features include candid judgements from yours truly on how to interpret customer feedback; the Cassandra phenomenon; and a review of how businesses are valued – accountants measure the fixed assets, but it is possible to be more scientific about the “goodwill”.


Part 1 – 30 minutes


Part 2 – 30 minutes


Part 3 – 20 minutes

John Coldwell
From an operations background, John's attitude towards B2B customer satisfaction surveys is that they must be useful. Interesting doesn't interest him. You should be able to grab the feedback by the scruff of the neck and do something with it. For the past 15 years John has been running InfoQuest's full-day senior-team post-survey workshops around the world.


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