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Roundtable

Collaborative, Participatory and Empowerment Evaluation

Collaborative Insights: Advancing Evaluation Practices for Enhanced Customer Satisfaction

Stream: Program Development and Design

Thursday, October 24, 2024
2:30 PM - 3:30 PM PST
Location: B110-112
Abstract Information: The imperative for organizations to attain and sustain high customer satisfaction is evident for growth. Addressing the universal challenge in customer evaluation, the Customer Satisfaction Framework (CSF) emerges, fostering meaningful feedback. Recognizing the need for collaborative implementation, the Model for Collaborative Evaluations (MCE) expands the CSF's application beyond traditional metrics, influencing diverse fields. Centered on continuous improvement, the CSF allows prompt adaptation based on customer feedback, emphasizing a delicate balance in collection. Prioritizing sustained customer satisfaction in collaborative evaluation enhances ongoing engagement. This exploration into CSF and MCE encapsulates principles reshaping collaborative customer satisfaction. Insights from the evaluation benefit decision-making, fostering shared ownership. The MCE guides evaluators to a clearer understanding of evidence, resulting in robust inquiries, resolutions, and outcomes. This presentation showcases how a sound collaborative evaluation can serve as a tool to enhance the benefits of the CSF framework.