- Paperback: 490 pages
- Publisher: ASQ Quality Press (April 1 1999)
- Language: English
- ISBN-10: 0873894057
- ISBN-13: 978-0873894050
- Product Dimensions: 23.1 x 15.2 x 3.6 cm
- Shipping Weight: 885 g
- Amazon Bestsellers Rank: #2,057,706 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Details |
Product Description
Book Description
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.
<!--nl-->*Sampling/customer-participant selection
<!--nl-->*Questionnaire design
<!--nl-->*Interviewing/survey administration
<!--nl-->*Data analysis
<!--nl-->*Quality function deployment-building action plans
<!--nl-->This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).<!--nl-->
Contents:
<!--nl--><ul><li>The Philosophy of Customer Satisfaction</li><!--nl--><br /><li>Gaining Access to Customers</li><!--nl--><br /><li>Identifying Key Measurement Issues</li><!--nl--><br /><li>Designing the Questionnaire</li><!--nl--><br /><li>Collecting Satisfaction Data</li><!--nl--><br /><li>The Data Cube-A New Way to Look at CSM Data Analysis</li><!--nl--><br /><li>Basic Tools of CSM Analysis</li><!--nl--><br /><li>Reporting Basics-A Graphical Approach</li><!--nl--><br /><li>Monitoring Changes in Importance</li><!--nl--><br /><li>How to Achieve "Buy-In" of Results</li><!--nl--><br /><li>Globalizing Satisfaction Measurement</li><!--nl--><br /></li><!--nl--><br /></ul><!--nl--><br />
Inside This Book
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First Sentence
At the end of the 1990s most American businesses accord the measurement of customer satisfaction a high priority. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
At the end of the 1990s most American businesses accord the measurement of customer satisfaction a high priority. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com:
5.0 out of 5 stars (2 customer reviews)
49 of 50 people found the following review helpful
5.0 out of 5 stars
A comprehensive guidebook, Dec 3 1998
By A Customer - Published on Amazon.com
This review is from: Improving Your Measurement of Customer Satisfaction (Paperback)
I strongly recommend this book to anyone involved in measuring customer satisfaction, including market research practitioners. It takes the reader on a logical journey from the theories of customer satisfaction/loyalty to the practical realities of conducting a meaningful survey that provides useful and valid information. There are lots of up-to-date examples of scales, analytic procedures, and best practices. I have at least 10 Post-Its in my copy, and expect the book to become well-worn as I am referring to it constantly.
2 of 7 people found the following review helpful
5.0 out of 5 stars
Useful, Feb 10 2008
By Evelyn Lopez F "evy" - Published on Amazon.com
This review is from: Improving Your Measurement of Customer Satisfaction (Paperback)
Its very useful for people like me who are working in custumer satisfaction and loyalty
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