Hi,

I am planning to establish and measure certain customer satisfaction
matrices for our professional services division.

I am interested in getting input on the following:

1. What matrices are you measuring, if any?
2. How do you measure them(methods\tools) etc.?
3. Impact of establishing such matrices (both positive and negative)
4. Advice on rolling out such matrices to the organization.

Thanks in advance,

Parag A.