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
eBook - PDF
Improving Your Measurement of Customer Satisfaction
A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
- 509 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
Improving Your Measurement of Customer Satisfaction
A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
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Table of contents
- Cover
- Title page
- Copyright
- DEDICATION
- CONTENTS
- PREFACE
- A PROCESS MODEL
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Yes, you can access Improving Your Measurement of Customer Satisfaction by Terry G. Vavra in PDF and/or ePUB format, as well as other popular books in Business & Management. We have over 1.5 million books available in our catalogue for you to explore.