Handbook of customer satisfaction measurement:
Saved in:
| New Title: | Hill, Nigel Handbook of customer satisfaction and loyalty measurement |
|---|---|
| Main Author: | |
| Format: | Book |
| Language: | English |
| Published: |
Aldershot [u.a.]
Gower
1996
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | X, 310 S. Ill. |
| ISBN: | 0566077663 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Chapter Page
LIST OF ILLUSTRATIONS Vi
PREFACE ix
1 Introduction 1
2 Why measure customer satisfaction? 6
3 Survey objectives 17
4 Understanding customer behaviour 38
5 Exploratory research 64
6 Sampling 86
7 Survey options 103
8 Questionnaire design 118
9 Interviewing skills 169
10 Analysis and reporting 178
11 PR aspects 217
12 Maximising the benefits 232
appendix 1: Examples of customer surveys 247
appendix 2: SERVQUAL 285
appendix 3: Glossary of terms 295
appendix 4: Additional information 303
appendix 5: Further reading 306
index 308
v
List of Illustrations
FIGURES IN TEXT
Page
2.1 Customer decay 8
2.2 Service gaps 9
2.3 The perceived importance of customer service 14
3.1 The total product 19
3.2 A company which is not doing best what matters most to customers 23
3.3 How we compare. Our own performance and that of our competitors 25
3.4 Priorities for improvement (PFIs) 27
3.5 Customer perception or market standing survey? 28
4.1 The buying decision process of an individual purchaser 40
4.2 Problem solving: the search for information 41
4.3 Evaluation of alternatives 43
4.4 The individual buying decision process 47
4.5 Decision categories: individual buying 49
4.6 Average DMU size by organisation 51
4.7 The number of people involved in the DMU 51
4.8 The decision making unit (DMU) 53
4.9 The organisational buying decision process 56
4.10 Decision categories in organisational buying 58
4.11 The loyalty pyramid 61
6.1 A normal distribution curve 88
6.2 Sampling methods 91
6.3 Worked example, drawing a sample 97
7.1 Testing different approaches 112
8.1 Likert scale customer s priorities 130
8.2 Likert scale supplier s performance 131
vi
Ust of Illustrations
Figure Page
8.3 Semantic differential scale customer s priorities 132
8.4 Semantic differential scale supplier s performance 133
8.5 Numerical rating scale customer s priorities 134
8.6 Numerical rating scale supplier s performance 135
8.7 Ordinal scale customer s priorities 137
8.8 Ordinal scale supplier s performance 138
8.9 SIMALTO scale customer s priorities 139
8.10 SIMALTO scale supplier s performance 140
8.11 A comparison of SIMALTO and numerical rating scales 143
9.1 Thank you note for consumer markets 172
10.1 Customers top priorities in bar chart form 194
10.2 Doing best what matters most to customers 197
10.3 Bar chart showing comparison with competitors 198
10.4 Horizontal bar chart showing differential against competitors 199
10.5 Performance profiles 203
10.6 Performance profile for SIMALTO scales 205
10.7 Performance matrix 206
10.8 Zonal map for performance matrix 207
11.1 Introductory letter to customers 219
11.2 Tangible measures to modify perceptions 230
12.1 How often to survey? 234
12.2 Internal benchmarking 238
12.3 Customer retention indicators 243
TABLES IN TEXT
2.1 The cost of new customers 12
2.2 Improving customer loyalty 14
3.1 Internal or external resources? 33
3.2 Customer satisfaction measurement project plan 35
5.1 Sampling plan for depth interviews 70
5.2 A comparison of depth interviews and focus groups 78
vii
Handbook off customer sa tsf atlon measurement
Table Page
6.1 Distribution of respondents in the large user segment 99
6.2 Randomly ordered list of DMU members 100
6.3 Accurate coverage of the DMU 100
7.1 Summary of advantages and disadvantages of personal interviews 105
7.2 Summary of advantages and disadvantages of telephone interviews 106
7.3 Advantages and disadvantages of self completion questionnaires 108
7.4 Effectiveness of techniques to improve response rates 113
8.1 Dichotomous closed questions 124
8.2 Multiple choice, single response question 124
8.3 Multiple choice, multi response question 124
8.4 Closed question with rating scale 125
8.5 Open question 125
8.6 Open question, closed response 126
8.7 Behavioural question multiple choice, single response 127
8.8 Classification questions 128
8.9 Summary of questionnaire types 149
9.1 Contact sheet 173
10.1 Sample spreadsheet 181
10.2 Calculating the standard deviation 184
10.3 Mean and median averages 186
10.4 Loyalty segments 188
10.5 Strategies based on loyalty segmentation 189
10.6 Coding 191
10.7 Customers priorities in tabular format 193
10.8 Supplier performance in tabular format 196
10.9 Weighting customers purchase criteria 200
10.10 League table of competing suppliers 201
10.11 Numerical values for linguistic scales 204
10.12 Representing data from Likert scales 204
10.13 Importance of weightings based on the average importance score 209
10.14 Weighted performance scores 210
11.1 Customer feedback on a packaging survey 224/5
12.1 Mystery shopping rating sheet for a restaurant 241
viii
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| illustrated | Illustrated |
| indexdate | 2024-07-09T18:06:25Z |
| institution | BVB |
| isbn | 0566077663 |
| language | English |
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| physical | X, 310 S. Ill. |
| publishDate | 1996 |
| publishDateSearch | 1996 |
| publishDateSort | 1996 |
| publisher | Gower |
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| spelling | Hill, Nigel Verfasser aut Handbook of customer satisfaction measurement Nigel Hill Aldershot [u.a.] Gower 1996 X, 310 S. Ill. txt rdacontent n rdamedia nc rdacarrier Klantgerichtheid gtt Consumer satisfaction Evaluation Handbooks, manuals, etc Marketing research Handbooks, manuals, etc Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Messung (DE-588)4038852-9 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Messung (DE-588)4038852-9 s DE-604 Später u.d.T. Hill, Nigel Handbook of customer satisfaction and loyalty measurement (DE-604)BV026363967 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007545635&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hill, Nigel Handbook of customer satisfaction measurement Klantgerichtheid gtt Consumer satisfaction Evaluation Handbooks, manuals, etc Marketing research Handbooks, manuals, etc Verbraucherzufriedenheit (DE-588)4129147-5 gnd Messung (DE-588)4038852-9 gnd |
| subject_GND | (DE-588)4129147-5 (DE-588)4038852-9 |
| title | Handbook of customer satisfaction measurement |
| title_auth | Handbook of customer satisfaction measurement |
| title_exact_search | Handbook of customer satisfaction measurement |
| title_full | Handbook of customer satisfaction measurement Nigel Hill |
| title_fullStr | Handbook of customer satisfaction measurement Nigel Hill |
| title_full_unstemmed | Handbook of customer satisfaction measurement Nigel Hill |
| title_new | Hill, Nigel Handbook of customer satisfaction and loyalty measurement |
| title_short | Handbook of customer satisfaction measurement |
| title_sort | handbook of customer satisfaction measurement |
| topic | Klantgerichtheid gtt Consumer satisfaction Evaluation Handbooks, manuals, etc Marketing research Handbooks, manuals, etc Verbraucherzufriedenheit (DE-588)4129147-5 gnd Messung (DE-588)4038852-9 gnd |
| topic_facet | Klantgerichtheid Consumer satisfaction Evaluation Handbooks, manuals, etc Marketing research Handbooks, manuals, etc Verbraucherzufriedenheit Messung |
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