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Author : Earlene Biggs
Publisher : Merit, Incorporated
ISBN 13 : 9780966705904
Total Pages : 52 pages
Book Rating : 4.7/5 (59 download)
Download or read book How to Plan and Conduct a Customer Satisfaction Survey written by Earlene Biggs and published by Merit, Incorporated. This book was released on 1998-02-01 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :
Publisher :
ISBN 13 :
Total Pages : 42 pages
Book Rating : 4.:/5 (344 download)
Download or read book How to Plan and Conduct a Customer Satisfaction Survey written by and published by . This book was released on 1996 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Terry G. Vavra
Publisher : Quality Press
ISBN 13 : 0873898303
Total Pages : 509 pages
Book Rating : 4.8/5 (738 download)
Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by Quality Press. This book was released on 2001-09-25 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Author : Harry P. Hatry
Publisher : The Urban Insitute
ISBN 13 : 9780877666721
Total Pages : 148 pages
Book Rating : 4.6/5 (667 download)
Download or read book Customer Surveys for Agency Managers written by Harry P. Hatry and published by The Urban Insitute. This book was released on 1998 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practical volume provides a wealth of nontechnical information and advice on planning and conducting customer surveys. It's a must for all agency managers, public or private, seeking to make their customer surveys more useful to their agencies and to make their agencies more responsive to customers. Topics include the types of information that should and should not be sought from surveys; categories of respondents; options for administering surveys and the advantages and disadvantages of each; conducting surveys in-house versus contracting; steps in the survey process; sampling strategy; sources of survey error and suggested remedies; and tradeoffs among timeliness, accuracy, and cost.
Author : Herb Asher
Publisher : CQ Press
ISBN 13 : 1483324079
Total Pages : 367 pages
Book Rating : 4.4/5 (833 download)
Download or read book Polling and the Public written by Herb Asher and published by CQ Press. This book was released on 2016-07-13 with total page 367 pages. Available in PDF, EPUB and Kindle. Book excerpt: Polling and the Public helps readers become savvy consumers of public opinion polls, offering solid grounding on how the media cover them, their use in campaigns and elections, and their interpretation. This trusted, brief guide by Herb Asher also provides a non-technical explanation of the methodology of polling so that students become informed participants in political discourse. Fully updated with new data and scholarship, the Ninth Edition examines recent elections and the use and misuse of polls in campaigns, and delivers new coverage of web-based and smartphone polling.
Author : Nigel Hill
Publisher : Routledge
ISBN 13 : 1351930044
Total Pages : 160 pages
Book Rating : 4.3/5 (519 download)
Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Routledge. This book was released on 2017-07-05 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition of How to Measure Customer Satisfaction takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!
Author : Valerie M. Sue
Publisher : SAGE
ISBN 13 : 1412992257
Total Pages : 265 pages
Book Rating : 4.4/5 (129 download)
Download or read book Conducting Online Surveys written by Valerie M. Sue and published by SAGE. This book was released on 2012 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book addresses the needs of researchers who want to conduct surveys online. Issues discussed include sampling from online populations, developing online and mobile questionnaires, and administering electronic surveys, are unique to digital surveys. Others, like creating reliable and valid survey questions, data analysis strategies, and writing the survey report, are common to all survey environments. This single resource captures the particulars of conducting digital surveys from start to finish
Author : Bob E. Hayes
Publisher : Quality Press
ISBN 13 : 0873891112
Total Pages : 313 pages
Book Rating : 4.8/5 (738 download)
Download or read book Measuring Customer Satisfaction and Loyalty written by Bob E. Hayes and published by Quality Press. This book was released on 2008-04-22 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.
Author : Gerardus Blokdyk
Publisher : 5starcooks
ISBN 13 : 9780655314059
Total Pages : 216 pages
Book Rating : 4.3/5 (14 download)
Download or read book Customer Satisfaction Survey Second Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-06-18 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do we manage Customer Satisfaction Survey Knowledge Management (KM)? What tools and technologies are needed for a custom Customer Satisfaction Survey project? Does the Customer Satisfaction Survey task fit the client's priorities? How do mission and objectives affect the Customer Satisfaction Survey processes of our organization? Do the Customer Satisfaction Survey decisions we make today help people and the planet tomorrow? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Satisfaction Survey investments work better. This Customer Satisfaction Survey All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Customer Satisfaction Survey Self-Assessment. Featuring 705 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Satisfaction Survey improvements can be made. In using the questions you will be better able to: - diagnose Customer Satisfaction Survey projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Customer Satisfaction Survey and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Customer Satisfaction Survey Scorecard, you will develop a clear picture of which Customer Satisfaction Survey areas need attention. Your purchase includes access details to the Customer Satisfaction Survey self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.
Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Author :
Publisher :
ISBN 13 :
Total Pages : 146 pages
Book Rating : 4.3/5 (91 download)
Download or read book Consumer Survey Information in a Reforming Health Care System written by and published by . This book was released on 1995 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Jon Anton
Publisher : Purdue University Press
ISBN 13 : 9780915910434
Total Pages : 170 pages
Book Rating : 4.9/5 (14 download)
Download or read book Listening to the Voice of the Customer written by Jon Anton and published by Purdue University Press. This book was released on 1997 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you will learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits. How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys. How to select the right sample size for your survey, and avoid biases for truly significant results. How to increase your survey response rates: survey methods, timing, incentives and more. How to survey large and small customer bases for accurate results. How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work. How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script. How to implement your survey. Including data gathering, coding and data entry techniques. How to analyze your survey results and accurately compare data gathered over time. How to produce actionable reports based on your findings. Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the authors work developing and implementing customer satisfaction measurement programs. So whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.
Author : Sheila Kessler
Publisher : ASQ Quality Press
ISBN 13 : 9780873893640
Total Pages : 228 pages
Book Rating : 4.8/5 (936 download)
Download or read book Measuring and Managing Customer Satisfaction written by Sheila Kessler and published by ASQ Quality Press. This book was released on 1996-01-01 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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!
Author : Vivek Bhaskaran
Publisher : John Wiley & Sons
ISBN 13 : 0470610557
Total Pages : 485 pages
Book Rating : 4.4/5 (76 download)
Download or read book Online Surveys For Dummies written by Vivek Bhaskaran and published by John Wiley & Sons. This book was released on 2010-05-20 with total page 485 pages. Available in PDF, EPUB and Kindle. Book excerpt: The easy way to build effective online surveys for your business, with three months of free service! By targeting select response groups, online surveys are a great way to help your business, group, or organization get valuable feedback quickly. But with over 40 vendors and hundreds of options available, where do you start? This friendly book walks you step by step through the process of creating, launching, and getting results from an online survey. You'll learn about the tools involved, what results to expect, how to build a compelling survey, tips for identifying the right audience, and how to analyze the results. Discover What a survey is and how to put one together Survey lingo and a sample survey to study How to develop questions and assemble them into an attractive, easy-to-use interface that encourages response Tips for identifying and contacting the respondents you want to hear from The steps involved in making a usable analysis of the results Pitfalls to avoid, things to check out before launching a survey, and best practices With the book, you'll also receive three months of free service from a top survey vendor to get you started.
Author : Bob E. Hayes
Publisher : A S Q Quality Press
ISBN 13 : 9780873893626
Total Pages : 0 pages
Book Rating : 4.8/5 (936 download)
Download or read book Measuring Customer Satisfaction written by Bob E. Hayes and published by A S Q Quality Press. This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A bestseller since 1992, the updated edition of this watershed book provides cover-to-cover instructions on building, using, and evaluating customer satisfaction questionnaires. The new chapters provide actual examples of companies that have implemented this book's methods, examine proven ways to increase mail survey response rates, and offer a more detailed look at questionnaire reliability.
Author : Frederick C. Van Bennekom
Publisher : Customer Service Press
ISBN 13 : 9780971340602
Total Pages : 260 pages
Book Rating : 4.3/5 (46 download)
Download or read book Customer Surveying written by Frederick C. Van Bennekom and published by Customer Service Press. This book was released on 2002 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools.
Author : Nigel Hill
Publisher : Routledge
ISBN 13 : 1351888552
Total Pages : 349 pages
Book Rating : 4.3/5 (518 download)
Download or read book The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Routledge. This book was released on 2017-03-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
