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Six Sigma Common Tools (Analyze (Cause-and-effect diagrams, Tree diagrams…

- - - - Focus groups
      - Face-to-face interviews
      - Follow-up telephone calls
    - - Periodic formal surveys/ questionnaires
      - Customer comment/complaint analysis
      - Critical incident reports
      - Mystery shopping
    - - Critical incident reports
      - Customer Key Perfomance Indicators
    - - Toll-free telephone number
      - Follow-up customers who have left
      - Customer Complaints Analysis
      - Customer special/unmet requests analysis
      - Account Manager feedback
    - - Involve customers formally in projects
      - Customer visits