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Measuring Customer Satisfaction : a Guide to Managing Quality Service.
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Menlo Park :
Crisp Publications,
Jan. 1993.
|
| Colección: | Fifty-Minute series.
|
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- INTRODUCTION
- PART I Customer Satisfaction
- WHAT IS CUSTOMER SATISFACTION?
- Satisfied Customers Buy More, and More Often
- WHICH IS MORE IMPORTANT: QUALITY, SERVICE, SATISFACTION OR RETENTION?
- What Gets Measured Gets Done
- Defining Customer Satisfaction
- Defining Quality
- THE COSTS OF POOR SERVICE AND POOR QUALITY
- THE COST OF POOR QUALITY
- THE RELATIONSHIP AMONG QUALITY, SERVICE AND SATISFACTION
- DEVELOPING A CUSTOMER SERVICE SYSTEM
- Step 1: Total Management Commitment
- Step2: Know your customers (intimately)
- Step 3: Develop Standards of Service Quality PerformanceStep 4: Hire, Train and Compensate Good Staff
- Step 5: Reward Service Quality Accomplishments
- Step 6: Stay Colse To Your Customers
- Step 7: Work Toward Continuous Improvement
- FIVE TECHNIQUES TO IMPLEMENT SUPERIOR SERVICE QUALITY
- PART II Measuring Quality and Customer Satisfaction
- WHY WE MEASURE QUALITY AND CUSTOMER SATISFACTION
- Reason #1: To Learn About Customer Percepations
- Reason #2: To Determine Customer Needs, Wants, Requrements and Expectarions
- Reason #3: To Close the Gaps
- Reason #4: To Inspect What You Expect In Order to Impove Service and Customer SatisfactionReason #3: Because IMproved Performance Leads to Increased Profits
- Reason #6: To Learn How You Are Doing and Where You Go From Here
- Reason #7: To Apply the Process of Continuous Improvement
- THE BENEFITS OF MEASURING QUALITY AND CUSTOMER SATISFACTION
- A FINAL THOUGHT ON MEASURING QUALITY AND CUSTOMER SATISFACTION
- TOOLS FOR MEASURING QUALITY
- Tool #1: Check Sheets
- Tool #2: Pareto Charts
- Tool #3: Histograms
- Tool #4: Scatter Digrams (Correlation Diagrams)
- Tool #5: Cause-and-Effect DiagramTool #6: Graph, Control and Run Charts
- Tool #7: Stratification
- OTHER MEASUREMENT TECHNIQUES
- Benchmarking
- Brainstroming
- Force Field Analysis
- Folwcharting
- THE WHY AND HOW OF QUALITY IMPROVEMENT AND CUSTOMER SATISFACTION
- ONE LAST THOUGHT ABOUT MEASURING QUALITY
- PART III Researching Customer Satisfaction
- RESEARCH METHODS
- Secondary Data
- Primary Data
- Qualitative Research
- Quantitative Research
- Sampling
- Research Design: An Example
- DATA COLLECTION TECHNIQUES
- QUESTIONNAIRES AND SURVEYSFormat and Layout
- Question Construction
- Survey Question Responses
- Make It Easy On Yourself
- TELEPHONE SURVEYS
- Using Telephone Surveys Successfully
- Analyzing the Telephone Survey
- Something to Think About
- PERSONAL INTERVIEWS
- FOCUS GROUPS
- REPORTING TECHNIQUES
- Cusatomer Satisfaction Index (CSI)
- Service QualityMeasurment System (SQMS)
- Customer Report Card
- Service Standard of Performance (SOP)
- Customer Satisfaction Bachmacking
- Attribute Ratings nad Perceptual Maps