Customer Feedback and Continuous Improvement

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Across
  1. 1. To actively seek and act upon customer ______
  2. 3. Focuses on the customer's feelings about their interactions (acronym)
  3. 4. A common theme in negative feedback: long ______ times
  4. 5. Asking questions directly at the point of service
  5. 6. The 'A' in the PDCA cycle
  6. 7. A score that gauges customer loyalty (acronym)
  7. 8. The 'C' in the PDCA cycle
  8. 10. Japanese philosophy of continuous improvement
  9. 11. The 'P' in the PDCA cycle
  10. 12. Unhappy customers who might share negative experiences
Down
  1. 1. A method to gather rich, qualitative feedback from a group
  2. 2. Managing relationships from the bank's internal view (acronym)
  3. 5. Small, consistent changes for improvement
  4. 9. Customers in the 7-8 range on the NPS scale
  5. 11. A customer who rates 9 or 10 on the NPS scale