IMPROVING YOUR MEASUREMENT OF CUSTOMER SATISFACTION (EBOOK). A GUIDE TO CREATING, CONDUCTING, ANALYZING, AND REPORTING CUSTOMER SATISFACTION MEASUREMENT PROGRAMS

E0922 DE 01/1999

Título: IMPROVING YOUR MEASUREMENT OF CUSTOMER SATISFACTION (EBOOK). A GUIDE TO CREATING, CONDUCTING, ANALYZING, AND REPORTING CUSTOMER SATISFACTION MEASUREMENT PROGRAMS

  • Objetivo:

    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 plansThis book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).Contents:The Philosophy of Customer SatisfactionGaining Access to CustomersIdentifying Key Measurement IssuesDesigning the QuestionnaireCollecting Satisfaction DataThe Data Cube-A New Way to Look at CSM Data AnalysisBasic Tools of CSM AnalysisReporting Basics-A Graphical ApproachMonitoring Changes in ImportanceHow to Achieve "Buy-In" of ResultsGlobalizing Satisfaction Measurement

  • Histórico: 1999 - Publicada nova edição

  • Número de Páginas: 508 páginas