Improving your Measurement of customer satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs

By:

Vavra, Terry G

Material type: Text

TextPublication details: Wheeler Publishers 1998 New DelhiEdition: 1stDescription: 490pISBN:

8175441305

Subject(s):

Business & Economics / Customer Relations, Consumer satisfaction -- Evaluation, Consumer satisfaction; Evaluation

DDC classification:

658.812 VAV-I

Summary: 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. This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).

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Item type	Current library	Collection	Call number	Status	Date due	Barcode
Reference Book	Amity Central Library General Books	Reference	658.812 VAV-I (Browse shelf(Opens below))	Not For Loan		7325ABS

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Previous	658.812 MCK-W What customers really want	658.812 NAS-D Deliver outstanding customer service : gain and retain customers and stay ahead of the competition	658.812 THO-C The customer-centered enterprise	658.812 VAV-I Improving your Measurement of customer satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs	658.812014 BAC-P Perfect phrases for customer service : hundreds of ready-to-use phrases for handling any customer service situation	658.8120954 PAL-H How to Read	658.82 GER-G Getting it right the second time	Next

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

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.
This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction (H0925).

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