[PDF] Measuring Customer Satisfaction eBook

Author : Nigel Hill
Publisher : Routledge
Page : 160 pages
File Size : 10,92 MB
Release : 2017-07-05
Category : Business & Economics
ISBN : 1351930044

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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
Page : 182 pages
File Size : 15,6 MB
Release : 1992
Category : Business & Economics
ISBN :

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"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 : Evangelos Grigoroudis
Publisher : Springer Science & Business Media
Page : 319 pages
File Size : 25,37 MB
Release : 2009-11-07
Category : Business & Economics
ISBN : 1441916407

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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 : Routledge
Page : 349 pages
File Size : 13,50 MB
Release : 2017-03-02
Category : Business & Economics
ISBN : 1351888552

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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 : James H. Myers
Publisher : South Western Educational Publishing
Page : 0 pages
File Size : 49,89 MB
Release : 1999
Category : Consumer satisfaction
ISBN : 9780877572763

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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 : Nigel Hill
Publisher : Taylor & Francis
Page : 161 pages
File Size : 28,77 MB
Release : 2017-07-05
Category : Business & Economics
ISBN : 1351930052

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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 : Morpace International
Publisher : Transportation Research Board
Page : 222 pages
File Size : 24,35 MB
Release : 1999
Category : Business & Economics
ISBN : 9780309063234

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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
Page : 228 pages
File Size : 49,28 MB
Release : 1996-01-01
Category : Business & Economics
ISBN : 9780873893640

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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
Page : 334 pages
File Size : 17,53 MB
Release : 2018-06-25
Category : User interfaces (Computer systems)
ISBN : 9780692149096

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"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 : Sarah Cook
Publisher : Routledge
Page : 208 pages
File Size : 42,82 MB
Release : 2017-05-15
Category : Business & Economics
ISBN : 1351919008

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Good customer service may be seen as a crucial asset for most organisations. But how do you know that you are delivering good customer service both externally and internally and, more importantly, delivering it to meet and exceed your customers' expectations? Customer service is an intangible thing, it is perishable and it is personal, so measuring it can be complicated and less than straightforward. Help is at hand. Sarah Cook's down-to-earth guide provides the rationale behind measuring service effectiveness externally and internally and explains the measurement process, from preparation to managing the results. The book also includes an exploration of the various techniques open for measuring effectiveness and how to use them. Utilising her consultancy experiences the author has ensured that there is plenty of ready-to-use materials to enable you to start measuring your own organisation's service effectiveness straight away.