B Y T O M G I L L E S P I E

NHQA CRITERIA

CUSTOMER SAT ISFACTION

MARKET

• The market is surveyed to understand core

customer demographics, qualifications, desired

features, product design, etc.

• Resale market is understood and surveyed.

• And / Or focus groups are used to determine

market needs.

SATISFACTION

• Customer satisfaction is emphasized at every level

of the organization.

• Processes are in place to process customer stated

needs.

• It is understood who is actually purchasing the

product.

RELATIONSHIPS

• Data base used to capture key customer

information.

• Details of information gathered used to improve

customer relationships.

• A system in place to follow up with every customer

to ensure satisfaction.

SURVEYING

• Customers surveyed at key points in the process.

• Results shared with front-line workers.

• Key initiatives based on surveys.

• Individual and team compensation tied to

customer satisfaction.