Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs /
Details 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.
Saved in:
| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis. :
ASQ Quality Press,
[1997]
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| Subjects: |
MARC
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| 050 | 0 | 0 | |a HF5415.335 |b .V38 1997 |
| 082 | 0 | 0 | |a 658.8/12 |2 21 |
| 100 | 1 | |a Vavra, Terry G. |0 n 92007318 | |
| 245 | 1 | 0 | |a Improving your measurement of customer satisfaction : |b a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs / |c by Terry G. Vavra. |
| 264 | 1 | |a Milwaukee, Wis. : |b ASQ Quality Press, |c [1997] | |
| 264 | 4 | |c ©1997 | |
| 300 | |a xviii, 490 pages : |b illustrations ; |c 24 cm | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a unmediated |b n |2 rdamedia | ||
| 338 | |a volume |b nc |2 rdacarrier | ||
| 340 | |p illustration |2 rdaill | ||
| 504 | |a Includes bibliographical references (pages 465-476) and index. | ||
| 505 | 0 | 0 | |t A Process Model -- |g 1. |t The Philosophy of Customer Satisfaction -- |g 2. |t Gaining Access to Customers -- |g 3. |t Satisfaction and the Key Measurement Issues -- |g 4. |t Designing the Questionnaire -- |g 5. |t The Logistics of Satisfaction Data Collection -- |g 6. |t The Basic Tools of CSM Analysis -- |g 7. |t The Basic Graphical Tools for CSM Reporting -- |g 8. |t Advanced CSM Analysis -- |g 9. |t Monitoring Changes in Performance -- |g 10. |t How to Achieve "Buy-In" of CSM Results -- |g 11. |t Globalizing Satisfaction Measurement. |
| 520 | |a Details 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. | ||
| 650 | 0 | |a Consumer satisfaction |x Evaluation. |0 sh 85031490 | |
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