Improving Your Measurement of Customer Satisfaction

Improving Your Measurement of Customer Satisfaction

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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).Likewise, buying an airline ticket on the telephone, or calling a customer service center for assistance are similarly moments of truth. Every moment of truth can be followed up with a satisfaction survey to determine how well the organizationanbsp;...

Title:Improving Your Measurement of Customer Satisfaction
Author:Terry G. Vavra
Publisher:ASQ Quality Press - 1997-01


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