Measuring And Managing Customer Satisfaction
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| Author | : Sheila Kessler |
| Publisher | : ASQ Quality Press |
| Total Pages | : 228 |
| Release | : 1996-01-01 |
| Genre | : Business & Economics |
| ISBN | : 9780873893640 |
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If you're looking to create a customer satisfaction system or streamline an existing one, this book is a definite must-read. Many organizations use customer satisfaction surveys that are not user-friendly to their customers. In her latest book, Sheila Kessler gives the reader a way to design a coordinated, cost-effective, customer-friendly measurement and management system that provides results. the focus is on planning and implementation--two neglected areas of customer satisfaction measurement. Learn how to choose the appropriate tools, such as written surveys, telephone surveys, focus groups, and employee information. Then use these tools to implement a customer satisfaction system worthy of a gold medal!
| Author | : Michael Johnson & Andres Gustafsson |
| Publisher | : John Wiley & Sons |
| Total Pages | : 240 |
| Release | : 2006-09 |
| Genre | : |
| ISBN | : 9788126509393 |
Download Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System Book in PDF, Epub and Kindle
| Author | : Kessler Sheila |
| Publisher | : |
| Total Pages | : 228 |
| Release | : 1996 |
| Genre | : |
| ISBN | : 9788175441293 |
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| Author | : Sheila Kessler |
| Publisher | : |
| Total Pages | : 150 |
| Release | : 1995-04-01 |
| Genre | : |
| ISBN | : 9781879404168 |
Download Measuring and Managing Customer Satisfaction Book in PDF, Epub and Kindle
This best selling book provides a way to design a coordinated, cost-effective, customer-friendly measurement and management system that provides results. The focus is on planning and implementation-two neglected areas of customer satisfaction measurement. Learn how to choose the appropriate tools, such as written surveys, telephone surveys, focus groups, and employee information. Then use these tools to implement a customer satisfaction system worthy of a gold medal!
| 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 | : Nigel Hill |
| Publisher | : Routledge |
| Total Pages | : 349 |
| Release | : 2017-03-02 |
| Genre | : Business & Economics |
| ISBN | : 1351888552 |
Download The Handbook of Customer Satisfaction and Loyalty Measurement Book in PDF, Epub and Kindle
Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
| Author | : Bob E. Hayes |
| Publisher | : ASQ Quality Press |
| Total Pages | : 182 |
| Release | : 1992 |
| Genre | : Business & Economics |
| ISBN | : |
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"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 | : Earl Naumann |
| Publisher | : Thomson South-Western |
| Total Pages | : 488 |
| Release | : 1995 |
| Genre | : Business & Economics |
| ISBN | : 9780538844390 |
Download Customer Satisfaction Measurement and Management Book in PDF, Epub and Kindle
This is the definitive resource on how to survive the ever-increasing levels of customer expectation and make the voice of your customer your biggest ally. Learn how to implement a customer satisfaction measurement and management program that permeates every level of your company, for becoming truly customer driven is essential for survival in the 21st century.
| Author | : Michael David Johnson |
| Publisher | : Jossey-Bass |
| Total Pages | : 248 |
| Release | : 2000-08 |
| Genre | : Business & Economics |
| ISBN | : |
Download Improving Customer Satisfaction, Loyalty, and Profit Book in PDF, Epub and Kindle
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.
