Product Details

Measuring Customer Satisfaction

ISBN-10:	1-56052-178-3
ISBN-13:	978-1-56052-178-5
Published:	2/10/1993
Price:	$13.95 USD
41 copies of this item available at the US Warehouse.

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Duration:
Self-study

Description:
After completing this course, you will have the critical skills to recognize, reward, and reinforce top-quality service performance, close the gaps between customer expectations and service performance, use customer feedback to improve products and services, and stay competitive in any industry. Everyone is aware of the importance of satisfying customers, however, how do you measure their satisfaction? This book walks you through measuring quality and customer satisfaction by teaching you what to measure, when to measure it, how to measure it, how to analyze the data, and what to do with your results. Employees from all parts of an organization will benefit from this knowledge, from the business owner to the front-line supervisor to the customer contact employee.

Table Of Contents:
Introduction

Part 1: Customer Satisfaction
What Is Customer Satisfaction?
The Costs of Poor Service and Poor Quality
Developing a Customer Service System
Five Techniques to Implement Superior Service Quality

Part 2: Measuring Quality and Customer Satisfaction
Why We Measure Quality and Customer Satisfaction
The Benefits of Measuring Quality and Customer Satisfaction
Tools for Measuring Quality
Other Measurement Techniques
The Why and How of Quality Improvement and Customer Satisfaction
One Last Thought About Measuring Quality

Part 3: Researching Customer Satisfaction
Research Methods
Data Collection Techniques
Summary of Customer Satisfaction Measurement Techniques
Analyzing Results and Following Up

Part 4: Managing Customer Satisfaction
Managing Service Quality and Customer Satisfaction
Managing Customer Complaints
Strategic Customer Partnerships

Part 5: Appendix: Customer Service/Satisfaction Surveys
Sample Survey
Restaurant Survey
Hospital Employee Opinion Survey
Business Office Customer Satisfaction Survey
Hotel Customer Satisfaction Survey
Other Sample Inventories
Service Rating Scale
Customer Service Inventory
Customer Satisfaction Survey