CUSTOMER SATISFACTION

www.csmassociation.org
The Customer Satisfaction Measurement Assn. is a membership organization that conducts benchmarking studies to identify practices that improve customer satisfaction and overall operations. The site lists 70 organizations as members, including Fortune 500 companies, educational institutions and government agencies.

www.intelliseek.com
Have a compliment or complaint about a product or service? Want to read what other people think? This website allows consumers to leave feedback on good and bad experiences with companies in a variety of industries. Free of charge, users may enter comments or read other users' comments and rankings of individual companies. Free registration allows you to manage your letters and participate in rankings and, according to the website, increases your chances of receiving responses from companies.

www.statpac.com/customer-satisfaction.htm
This site provides simple guidelines for designing customer satisfaction surveys and employee opinion surveys. Steps detailed include defining the goals of the research, writing the individual survey items and testing the reliability of a survey. The site also provides free downloadable sample surveys.

www.theacsi.org
The American Customer Satisfaction Index (ACSI) tracks trends in customer satisfaction and provides benchmarking insights into the consumer economy for companies, industry trade associations and government agencies. ACSI rates industries such as manufacturing, transportation, retail and finance on scales of 0-100 based on telephone interviews with consumers. The results of these quarterly studies can be found on this website, organized by industry and specific companies. Management can visit the site to find the ACSI model, a tool designed from this research to help businesses gain competitive advantage.

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