Mamad is a customer service manager for an online fashion store. He plans to implement a continuous improvement program for customer service in the business to ensure that the business stays up-to-date with the fast pace change of the internet and the growing demands of customers.

Describe and outline a suitable continuous improvement program focused on customer service at the online fashion store. Describe what data Mamad would need to collect in order to measure customer satisfaction and what methods he could use to collect the data.

Describe a system that could be put in place that involves the entire team in the continuous improvement program. How would Mamad communicate the new system? How can he get the entire team involved in the new system?