Would you wear both a belt and suspenders? Probably not: one device should be enough to hold up your pants. So if you have a customer satisfaction survey in place and customers are responding in adequate numbers should you bother to also put in place a quality monitoring process?
I would say yes. Let's start by affirming that customer satisfaction surveys are wonderful and irreplaceable since they capture what really matters, namely what customers think of your service. Indeed, if your quality monitoring ratings are strikingly different than your customer satisfaction ratings I would (1) always believe the customer satisfaction ratings over the quality monitoring ratings, assuming that the customer ratings rely on a reasonably high response rate for the surveys and (2) review your quality monitoring checklist, as clearly you are not focusing on the right dimensions. So customer surveys are very precious and should be implemented whenever possible.
