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

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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).

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Editorial Reviews

Marketing Metrics President Vavra (Pace U.; White Plains, NY) details the philosophy and key issues of customer satisfaction measurement (CSM). CSM entails gaining access to a customer base, assessing performance via survey design and data collection, analytical and graphing tools for reporting, and linking satisfaction to business objectives. Includes a CSM bibliography, sample questionnaire, and statistical tables. Annotation c. by Book News, Inc., Portland, Or.
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Product Details

  • ISBN-13: 9780873894050
  • Publisher: ASQ Quality Press
  • Publication date: 1/28/1997
  • 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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