Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satiisfaction measurement programs /

• Main Author: Vavra, Terry G.
• Format: Book
• Language: English
• Published: Milwaukee, Wis. : ASQ Quality Press, 1997
• Subjects: SATISFACCION DEL CLIENTE; EVALUACION

Table of Contents:

• Preface
• 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 logistic 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
• Appendix.