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 /

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.

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Bibliographic Details
Main Author: Vavra, Terry G.
Format: Book
Language:English
Published: Milwaukee, Wis. : ASQ Quality Press, [1997]
Subjects:
Consumer satisfaction > Evaluation.
Table of Contents:
  • A Process Model
  • 1. The Philosophy of Customer Satisfaction
  • 2. Gaining Access to Customers
  • 3. Satisfaction and the Key Measurement Issues
  • 4. Designing the Questionnaire
  • 5. The Logistics of Satisfaction Data Collection
  • 6. The Basic Tools of CSM Analysis
  • 7. The Basic Graphical Tools for CSM Reporting
  • 8. Advanced CSM Analysis
  • 9. Monitoring Changes in Performance
  • 10. How to Achieve "Buy-In" of CSM Results
  • 11. Globalizing Satisfaction Measurement.

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