Measuring Customer Satisfaction Simulation

Overview/Description
 Stratoscape Creations is an industry-leading producer of multimedia and gaming products. They are responsible for bringing to the market some of the most popular flight simulators and first-person adventure games of the last decade. But competition has grown increasingly fierce in the industry, and Stratoscape is starting to feel the bite of an up-and-coming company, Tempest's Core. It's game time for Stratoscape, and they've begun an intensive marketing outreach, reevaluating their customer base from every angle. Stratoscape sells primarily to end-users, but they do have partnerships with some retail organizations and large-scale gaming facilities. For the duration of this simulation, you'll assume the role of marketing coordinator. This simulation is based on the SkillSoft series "Measuring Customer Satisfaction." Links are provided to the following courses: CUST0131, CUST0132 and CUST0133.

Target Audience
 Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain.

Expected Duration
0.5 hours

Lesson Objectives:

Measuring Customer Satisfaction Simulation

  • communicating customer product-evaluation criteria.
  • dealing with customer complaints.
  • capturing data while handling complaints.
  • conducting lost-customer interviews.
  • conducting a critical-incident interview.
  • drafting workable survey items.
  • applying descriptive statistics.

    • Course Number: CUST0130