... Timeliness and Responsiveness Value Processes and Activities Processes and Activities Financial Financial Productivity and Efficiency Productivity and Efficiency Cycle Time and Timeliness ... Considerations for a Customer Satisfaction Survey -1 Most literature on customer satisfaction surveys addresses the commercial customer Someone who buys your product or service and has the decision ... Reading “Listening to the Voice of the Customer by Jon Anton and Debra Perkins, Alexander Communication Group, 1997 Customer Satisfaction Tools, Techniques, and Formulas for Success” by Craig Cochran,...