Measuring Customer Satisfaction
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| 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 | : 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 | : 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 | : 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 | : Taylor & Francis |
| Total Pages | : 161 |
| Release | : 2017-07-05 |
| Genre | : Business & Economics |
| ISBN | : 1351930052 |
Download How to Measure Customer Satisfaction Book in PDF, Epub and Kindle
The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book 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, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. 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 | : James H. Myers |
| Publisher | : South Western Educational Publishing |
| Total Pages | : 0 |
| Release | : 1999 |
| Genre | : Consumer satisfaction |
| ISBN | : 9780877572763 |
Download Measuring Customer Satisfaction Book in PDF, Epub and Kindle
To be competitive in today’s markets, a company must be sure it knows exactly what it takes to keep customers satisfied and loyal. In Measuring Customer Satisfaction, you’ll learn just how to obtain that information. Author Myers takes the reader carefully, completely, and comprehensively through each step in developing an effective customer satisfaction measurement instrument and in analyzing survey results. He begins with a review of the origins of the customer satisfaction movement and concludes with recommendations for specific improvements in today’s customer satisfaction measurement programs. This book is both detailed and expansive, providing information that can help any type of organization, from smaller business firms and not-for-profit organizations to huge multinational corporations and government bureaus.
| Author | : Morpace International |
| Publisher | : Transportation Research Board |
| Total Pages | : 222 |
| Release | : 1999 |
| Genre | : Business & Economics |
| ISBN | : 9780309063234 |
Download A Handbook for Measuring Customer Satisfaction and Service Quality Book in PDF, Epub and Kindle
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
| Author | : Sheila Kessler |
| Publisher | : ASQ Quality Press |
| Total Pages | : 228 |
| Release | : 1996-01-01 |
| Genre | : Business & Economics |
| ISBN | : 9780873893640 |
Download Measuring and Managing Customer Satisfaction Book in PDF, Epub and Kindle
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 | : Jeff Sauro |
| Publisher | : Measuringu Press |
| Total Pages | : 334 |
| Release | : 2018-06-25 |
| Genre | : User interfaces (Computer systems) |
| ISBN | : 9780692149096 |
Download Benchmarking the User Experience Book in PDF, Epub and Kindle
"This is a practical book about how to measure the user experience of websites, software, mobile apps, products, or just anything people use. This book is for UX researchers, designers, product owners, or anyone that has a vested interest in improving experience of websites and products"--Introduction.
| Author | : Chuck Chakrapani |
| Publisher | : South Western Educational Publishing |
| Total Pages | : 0 |
| Release | : 1998 |
| Genre | : Customer services |
| ISBN | : 9780877572671 |
Download How to Measure Service Quality & Customer Satisfaction Book in PDF, Epub and Kindle
You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
