Measuring and Managing Customer Satisfaction: Going for the Gold
Sheila Kessler
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! Contents:
- Problems and Opportunities
- The Treasure Map
- Selecting Your Tools
- Sharpening Your Tools
- Using the Tools
- Analyzing the Data
- The Strategic Quality Planning Meeting
- Celebrating Champions
- Tools for Gathering Data
- Tools for Designing, Analyzing, and Synthesizing Data
- Tools for Using the Data
Includes 46 exhibits
228 pages.
ISBN 0873893646.
6 x 9.
Hardcover.
1996
Item: H0926
Member Price: $5.00
List/Forum-Division Price: $5.00
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Measuring and Managing Customer Satisfaction: Going for the Gold
Sheila Kessler
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