Customer Satisfaction Measurement and Management

Customer Satisfaction Measurement and Management PDF Author: Earl Naumann
Publisher: Thomson South-Western
ISBN: 9780538844390
Category : Business & Economics
Languages : en
Pages : 488

Get Book Here

Book Description
This is the definitive resource on how to survive the ever-increasing levels of customer expectation and make the voice of your customer your biggest ally. Learn how to implement a customer satisfaction measurement and management program that permeates every level of your company, for becoming truly customer driven is essential for survival in the 21st century.

Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System

Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System PDF Author: Michael Johnson & Andres Gustafsson
Publisher: John Wiley & Sons
ISBN: 9788126509393
Category :
Languages : en
Pages : 240

Get Book Here

Book Description


Customer Satisfaction Measurement for ISO 9000: 2000

Customer Satisfaction Measurement for ISO 9000: 2000 PDF Author: Bill Self
Publisher: Routledge
ISBN: 1136412433
Category : Business & Economics
Languages : en
Pages : 159

Get Book Here

Book Description
For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

The Little Book of Big Customer Satisfaction Measurement

The Little Book of Big Customer Satisfaction Measurement PDF Author: Ajit Rao
Publisher: SAGE Publications Pvt. Limited
ISBN: 9788132109785
Category : Business & Economics
Languages : en
Pages : 0

Get Book Here

Book Description
The financial benefits accruing from improvements in customer satisfaction are so significant that customer satisfaction measurement has become an important business need. The results of customer satisfaction measurement often form a key basis for improving service quality and are often linked to pay and bonuses. It is therefore imperative for CEOs and senior managers to understand the principles behind customer satisfaction measurement. This book works in that direction by explaining the principles of customer satisfaction in a brief yet powerful manner. It will help the readers build relevant and actionable customer satisfaction programs for their organization. The book begins by going over the concepts of customer satisfaction measurement. It then dwells on the various kinds of tools available to organizations to capture customer satisfaction. Further, the book also deals with two major aspects with which many organizations are trying to come to grips: (a) How do we align/link brand research with customer satisfaction research? (b) How do we connect survey research with internal databases to generate great insights for organizations? The book also discusses how the entire data from such programs can be made very actionable using simple techniques. The principles and ideas mentioned in this book come from the authors' combined experience of nearly 40 years of working with clients in a variety of sectors and industries.

Customer Satisfaction Evaluation

Customer Satisfaction Evaluation PDF Author: Evangelos Grigoroudis
Publisher: Springer Science & Business Media
ISBN: 1441916407
Category : Business & Economics
Languages : en
Pages : 319

Get Book Here

Book Description
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.

Improving Your Measurement of Customer Satisfaction

Improving Your Measurement of Customer Satisfaction PDF Author: Terry G. Vavra
Publisher: Quality Press
ISBN: 0873898303
Category : Business & Economics
Languages : en
Pages : 509

Get Book Here

Book Description
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement

Improving Your Measurement of Customer Satisfaction

Improving Your Measurement of Customer Satisfaction PDF Author: Terry G. Vavra
Publisher:
ISBN: 9780873894050
Category : Consumer satisfaction
Languages : en
Pages : 0

Get Book Here

Book Description
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. it also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization. Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection *Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).

How to Measure Customer Satisfaction

How to Measure Customer Satisfaction PDF Author: Nigel Hill
Publisher: Taylor & Francis
ISBN: 1351930052
Category : Business & Economics
Languages : en
Pages : 161

Get Book Here

Book Description
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!

Improving Customer Satisfaction, Loyalty, and Profit

Improving Customer Satisfaction, Loyalty, and Profit PDF Author: Michael David Johnson
Publisher: Jossey-Bass
ISBN:
Category : Business & Economics
Languages : en
Pages : 248

Get Book Here

Book Description
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Customer Satisfaction Measurement

Customer Satisfaction Measurement PDF Author: Sheree L. Marr
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 43

Get Book Here

Book Description