Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs / by Terry G. Vavra.
Details gaining access to a customer base, assessing performance via survey design and data collection, analytical and graphing tools for reporting, and linking satisfaction to business objectives.
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| Format: | Book |
| Language: | English |
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Milwaukee, Wis. :
ASQ Quality Press,
[1997]
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Table of Contents:
- A Process Model
- 1. The Philosophy of Customer Satisfaction
- 2. Gaining Access to Customers
- 3. Satisfaction and the Key Measurement Issues
- 4. Designing the Questionnaire
- 5. The Logistics of Satisfaction Data Collection
- 6. The Basic Tools of CSM Analysis
- 7. The Basic Graphical Tools for CSM Reporting
- 8. Advanced CSM Analysis
- 9. Monitoring Changes in Performance
- 10. How to Achieve "Buy-In" of CSM Results
- 11. Globalizing Satisfaction Measurement.