The Six Sigma Handbook, Revised and Expanded, 2nd Edition

3.2. SURVEYS AND FOCUS GROUPS

There are any number of reasons why a firm may wish to communicate with its customers. A primary reason is the evaluation of the customer's perception of the firm's product and service quality and its impact on customer satisfaction. The purpose may be to get an idea of the general condition of quality and satisfaction, or a comparison of the current levels with the firm's goals. A firm might wish to conduct employee surveys and focus groups to assess the organization's quality structure.

3.2.1. Strategies for communicating with customers and employees

There are four primary strategies commonly used to obtain information from or about customers and employees:

• sample surveys

• case studies

• field experiments

• available ...