FCG’s Susan Grow and Ted Kniker to Present at American Evaluator Association Conference, November 7 – 10 in Baltimore, MD
FCG’s Susan Grow, Performance Measurement Consultant, and Ted Kniker, Executive Consultant, will present a session on November 10th at the Evaluation 2007: Evaluation and Learning Conference, sponsored by the American Evaluator Association in Baltimore, MD, November 7 – 10, 2007.
Together with David VanAmburg of the University of Michigan, Sheri Teoduru of Claes Fornell International Group, and Errol Hau of ForeSee Results Inc., this session will showcase the American Customer Satisfaction Index (ACSI) and how public and private sector organizations and websites are using the ACSI to predict how their organization’s actions will affect satisfaction and customer behavior in the future, to focus their resources on what matters most, and to benchmark against similar organizations and programs. Participants will specifically learn what drives customer satisfaction, how customer satisfaction differs between the public and private sector, how satisfaction can be used to fulfill performance measurement mandates, techniques to identify customers' priorities and the services they value, and how to analyze the data to make decisions on where to place resources for improvement efforts.
The presentation is scheduled at 10:30 am on November 10, 2007.
For more details on the conference, go to:
http://www.eval.org/eval2007/