Better Software Magazine Articles

Customer Satisfaction: What to Ask, How to Ask, and Who to Ask

Improving customer satisfaction should be a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them. Here are techniques for creating a useful survey and interpreting the results.
Linda Westfall
June 26, 2002
More

Conference Presentations

Software Customer Satisfaction Surveys

Satisfying our customers is an essential element to staying in business in this modern world of global competition. We must satisfy and even delight our customers with the value of our software products and services to gain their loyalty and repeat business. Customer satisfaction is therefore a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them using Customer Satisfaction Surveys. This paper includes details on designing your own software customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information.
Linda Westfall, The Westfall Team
Gaps, Traps, and Overlaps: Communication Flaws and How to Fix Them

In some organizations, communication flaws are rampant and muddled messages are the norm. Success in software efforts is often hindered by communication that is incomprehensible, ambiguous, misdirected, ill-timed--or lacking when it is most needed. The result? Rocky relationships, topsy-turvy teamwork, precarious projects, and crazed customers. The situation is not hopeless, though. In fact, making changes is surprisingly easy. In a presentation that is both serious and light-hearted, Naomi Karten shares ideas, experiences, and advice to help you detect, correct, and prevent some of the most common communication snafus.
Naomi Karten, Karten Associates
More

CMCrossroads is a TechWell community.

Through conferences, training, consulting, and online resources, TechWell helps you develop and deliver great software every day.