Analysis Of Customer Satisfaction Data
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| Author | : Derek R. Allen |
| Publisher | : Asq Press |
| Total Pages | : 243 |
| Release | : 2000-01-01 |
| Genre | : Business & Economics |
| ISBN | : 9780873894531 |
Download Analysis of Customer Satisfaction Data Book in PDF, Epub and Kindle
As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. it is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys. This is the focus of Analysis of Customer Satisfaction Data, which clearly demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. This book is a must read for anyone who is developing a customer satisfaction survey. - Richard Yorio Customer Satisfaction and Loyalty Manager Xerox Corporation.
| Author | : Ron S. Kenett |
| Publisher | : John Wiley & Sons |
| Total Pages | : 533 |
| Release | : 2012-01-30 |
| Genre | : Mathematics |
| ISBN | : 0470971282 |
Download Modern Analysis of Customer Surveys Book in PDF, Epub and Kindle
Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
| Author | : Darek R. Allen |
| Publisher | : |
| Total Pages | : 264 |
| Release | : |
| Genre | : |
| ISBN | : 9788122428001 |
Download Analysis Of Customer Satisfaction Data Book in PDF, Epub and Kindle
| Author | : Terry G. Vavra |
| Publisher | : Quality Press |
| Total Pages | : 509 |
| Release | : 2001-09-25 |
| Genre | : Business & Economics |
| ISBN | : 0873898303 |
Download Improving Your Measurement of Customer Satisfaction Book in PDF, Epub and Kindle
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.!--nl--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. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
| Author | : Nigel Hill |
| Publisher | : The Leadership Factor |
| Total Pages | : 322 |
| Release | : 2007 |
| Genre | : Consumer satisfaction |
| ISBN | : 0955416116 |
Download Customer Satisfaction Book in PDF, Epub and Kindle
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
| Author | : Bob E. Hayes |
| Publisher | : ASQ Quality Press |
| Total Pages | : 182 |
| Release | : 1992 |
| Genre | : Business & Economics |
| ISBN | : |
Download Measuring Customer Satisfaction Book in PDF, Epub and Kindle
"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
| Author | : Nigel Hill |
| Publisher | : Routledge |
| Total Pages | : 160 |
| Release | : 2017-07-05 |
| Genre | : Business & Economics |
| ISBN | : 1351930044 |
Download How to Measure Customer Satisfaction Book in PDF, Epub and Kindle
Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
| Author | : Evangelos Grigoroudis |
| Publisher | : Springer Science & Business Media |
| Total Pages | : 319 |
| Release | : 2009-11-07 |
| Genre | : Business & Economics |
| ISBN | : 1441916407 |
Download Customer Satisfaction Evaluation Book in PDF, Epub and Kindle
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
| Author | : Audra Cheryl Hood |
| Publisher | : |
| Total Pages | : 216 |
| Release | : 1994 |
| Genre | : Consumer satisfaction |
| ISBN | : |
Download Data Analysis and Improvement of a Typical Customer Satisfaction Survey Book in PDF, Epub and Kindle
| Author | : Roland T. Rust |
| Publisher | : SAGE |
| Total Pages | : 201 |
| Release | : 1994 |
| Genre | : Business & Economics |
| ISBN | : 0803949200 |
Download Service Quality Book in PDF, Epub and Kindle
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
