In this episode of the Quality Hub podcast, host Xavier Francis interviews Murphy Shaw from CORE Business Solutions about customer satisfaction measures. Murphy shares his extensive experience with ISO and consulting, highlighting the importance of gathering customer feedback and the challenges involved. He discusses how organizations should prioritize and act on customer feedback by involving the management team, and leadership's role in driving customer satisfaction as a priority, along with the need to communicate feedback throughout the company. Murphy explains the significance of measuring the success of customer satisfaction efforts and using metrics to track progress over time, using tools like CORE's customer feedback form and quality objective tracker to monitor and analyze feedback. Lastly, he suggests revising metrics at times and shares a success story of a company that enhanced its customer satisfaction by expanding product offerings based on customer feedback.

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