Suppose that you work for a company and your manager assign you the task of developing a Customer Satisfaction Measurement program for the products/services that the company provides.

• Define the product or service that the company provides. Be creative in the selection of the product or service.
• Identify the key characteristics of your product or service.
• Discuss the type of exploratory research you will conduct, including techniques and questions.
• Design a Customer Satisfaction Survey, including questions and rating scales. Discuss the aspects considered for question design and rating scale selection. 10 questions required.
• Explain how would you select the sample and determine the sample size. Provide your rationale.
• Explain how would you administer survey and explain why you choose a specific method (s).
• Discuss how would you analyze and report the results.
• Explain how you would use the results obtained during customer satisfaction measure to drive improvement in your organization.

Develop your answer to each question in a project report format, including an Introduction, Body Sections (providing information required in bullets above), Conclusion and a Reference section.