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4.2.1.7 Measuring Customer Satisfaction - Coggle Diagram
4.2.1.7 Measuring Customer Satisfaction
Importance of Customer Feedback
Goal
Understand
customer needs,
expectations,
standards
to deliver a high-quality product or service.
Approach
Use structured methods to streamline feedback collection ✅
rather than individual conversations ❌
Feedback Surveys
Definition
Surveys where users provide opinions on product features they like, dislike, or find intuitive.
Timing
Pre-launch
Gauge
user understanding and acceptance before release.
Post-launch
Assess the user experience
Identify areas for improvement.
Outcome
Use feedback to refine or iterate the product if necessary.
User Acceptance Tests (UAT)
Definition
Tests conducted to ensure
a product or solution works as intended
meets agreed requirements.
Also Known As
Beta tests.
Purpose
Assess the complete user experience toward the end of development.
UAT Agenda Steps
Welcome and Introduction
Welcome & thank participants.
Briefly introduce the product and the purpose of the UAT.
Product Presentation
Present the product to the users.
Includes discussing testing guidelines and demonstrating how the product works.
UAT Test Cases
Guide your audience through critical user journeys,
users interact with the product and experience its functionality firsthand.
Critical user journeys
:
a sequence of steps a user follows to accomplish tasks in your product.
Feedback Collection
During the walkthrough and testing, actively collect feedback from the users, for their issues or suggestions .
Edge Case Identification
Encourage users to explore and identify
edge cases
– rare or unexpected scenarios that might challenge the product's functionality.
Recap and Next Steps
Summary
Review test findings, identify bugs, and prioritize them for resolution.
Next Steps
Resolve key issues and conclude UAT to prepare the product for launch.