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7. Monitor and improve


On a regular (e.g., quarterly) basis, visit customers and seek feedback on product and service satisfaction e.g.,

  • why do you buy?
  • Are you satisfied?
  • Are there concerns?
  • Are there new products we need to respond to?
  • Are there new products or services you would like to see?
On a regular (e.g., quarterly) basis, visit people who do not buy and seek feedback on product and service satisfaction e.g.,

  •  why do you not buy?
  • Do you use?
  • If you use, where do you presently get your products or service?
  • Are there new products or services you would like to see?