Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs

Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs

by Terry G. Vavra, Vavra
     
 

ISBN-10: 0873894057

ISBN-13: 9780873894050

Pub. Date: 01/28/1997

Publisher: ASQ Quality Press

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

Overview

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).

Product Details

ISBN-13:
9780873894050
Publisher:
ASQ Quality Press
Publication date:
01/28/1997
Pages:
490
Product dimensions:
6.00(w) x 8.90(h) x 1.20(d)

Table of Contents

Preface ..... xv
A Process Model ..... 1
Chapter 1: The Philosophy of Customer Satisfaction ..... 3
Chapter 2: Gaining Access to Customers ..... 51
Chapter 3: Satisfaction and the Key Measurement Issues ..... 89
Chapter 4: Designing the Questionnaire ..... 121
Chapter 5: The Logistics of Satisfaction Data Collection ..... 189
Chapter 6: The Basic Tools of CSM Analysis ..... 231
Chapter 7: The Basic Graphical Tools for CSM Reporting ..... 283
Chapter 8: Advanced CSM Analysis ..... 323
Chapter 9: Monitoring Changes in Performance ..... 367
Chapter 10: How to Achieve "Buy-In" of CSM Results ..... 403
Chapter 11: Globalizing Satisfaction Measurement ..... 429
Appendix ..... 455
Index ..... 477

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