| Drivers of Satisfaction |
These are the core values of your customers, the things that matter most to your customers in regards to your organisation or company |
| Gap Analysis |
Highlights differences between importance and satisfaction scores, and shows whether the difference is a positive or negative one |
| Customer Satisfaction Index (CSI) |
A calculated score used to show overall how satisfied customers are, can be used for benchmarking |
| ISO 9000 |
Popular quality standards that organisations or companies can gain accreditation in |
| Priorities for Improvement (PFI's) |
Areas that have been highlighted as requiring attention in order to make improvements |
| Net Promoter Score (NPS) |
A way of measuring customer loyalty and the likelihood that they will recommend an organisation or company to someone else |
| Common Measurements Tool (CMT) |
A standardised tool used for analysing the drivers of satisfaction of people using state services |
