Improving your measurement of customer satisfaction: a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Milwaukee, Wis.
ASQ Quality Press
1997
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVIII, 490 S. Ill., graph. Darst. |
| ISBN: | 0873894057 |
Internformat
MARC
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| 245 | 1 | 0 | |a Improving your measurement of customer satisfaction |b a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs |c by Terry G. Vavra |
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Datensatz im Suchindex
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|---|---|
| adam_text | r •
1 Contents ;
^ 1
Preface xv
A Process Model 1
.....!Chapter 1 The Philosophy of Customer Satisfaction 3
Overview 3
A Definition of Satisfaction 4
Role/Importance of Customer Satisfaction
in Corporate America 5
Maximizing the Satisfaction of Customers 8
Economic Support/Reasons 13
History of Customer Satisfaction Measurement 16
The American Satisfaction Index 24
The Multiple Roles of CSM 28
Is Satisfaction Enough to Keep Customers? 29
Whose Responsibility Is CSM? 30
References 32
APPENDIX to Chapter 1: A Model
of Satisfaction 35
References 47
I
x Contents
Discovery: Identifying the Issues to Be
Measured 49
ChAPJ£R.2._.. Gaining Access to Customers 51
Overview 51
The Importance of a Customerbase 52
A Research Orientation Versus a Customer
Orientation 59
Which Customers Should Be Interviewed? 63
How to Store Customers Names
and Information 79
Incentives? 85
References 88
ChAP.T£R.3 Satisfaction and the Key Measurement
Issues 89
Overview 89
The Value of an Exploratory Investigation 90
Customers Requirements and Needs 92
Types of Requirement Explorations 96
A Reality Check 110
Balancing Management s Needs with Customers
Interests 112
Reducing the List 114
References 117
j
Contents jri
Design: Creating an Effective Information
Process 119
CjhaptjerA Designing the Questionnaire 121
Overview 121
Macro Considerations of Questionnaire
Design 122
Micro Considerations of Questionnaire Design 136
Reliability and Validity 164
Customized Surveys 167
Pretesting the Survey 169
References 175
Additional Resources 176
APPENDIX to Chapter 4: Measures of
Satisfaction 176
References 183
Delivery: Assessing Performance 187
ChAP.T£R.5 The Logistics of Satisfaction Data
Collection 189
Overview 189
A Comparison of Field Procedures 190
Whom to Interview 209
When to Interview 213
Follow Up After Response 215
Recording Your Satisfaction Data 217
Methods of Data Entry 223
jrii Contents
References 227
APPENDIX to Chapter 5: Selecting a Research
Partner 228
_____Chaptjer 6.— The Basic Tools of CSM Analysis 231
Overview 231
Establishing an Analytical Plan 232
Basic CSM Analysis 234
Special Tools for Verbal Analysis of CSM
Data 277
The Problem of Missing Data 279
References 281
CHAPT£R.7 The Basic Graphical Tools for CSM
Reporting 283
Overview 283
A Philosophy of Graphical Reporting 284
The Uses for Graphs in CSM 296
Graphs Depicting Actionability 311
References 319
Discourse: Discussing and Acting
on the Findings 321
...CHAP.TJER.8 ...
Advanced CSM Analysis 323
Overview 323
MULTIVARIATE ANALYTICAL TECHNIQUES 324
Contents xiii
CSM Data Is Three Dimensional 356
Aggregated Analyses Versus Disaggregated
Analyses 362
References 363
CHAPT£R.9 Monitoring Changes in Performance 367
Overview 367
Changes in Customer Requirements 368
Different Views of Satisfaction 376
Key Driver Analysis 385
Keeping Your CSM Questionnaire Up to Date
and Relevant 399
References 400
Chapjir.IQ How to Achieve Buy In of CSM Results 403
Overview 403
The Relationship Between Satisfaction
and Profitability 404
Organizing for Improvement 409
Methods for Directing Change from CSM
Results 411
Disseminating the Findings of Your CSM 417
The What If Analysis 420
Linking Satisfaction to Employee Compensation 424
References 427
xiv Contents
...JjdAPJLR.ll Globalizing Satisfaction Measurement 429
Overview 429
The Special Challenges of International
Measurement 430
The Role of Translation 441
The Logistics of a Worldwide Survey 443
Analyzing International Data 446
References 453
Appendix 455
Table A.1 Z Values Representing Areas under the
Normal Curve 456
Table A.2 Critical Values of the Chi Square
Statistic 457
Table A.3 Critical Values of the t Statistic 458
Sample Questionnaire 459
Table A.4 The Medical Equipment Data 462
A Bibliography of Customer Satisfaction 465
Index 477
|
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| indexdate | 2024-07-09T19:20:20Z |
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| isbn | 0873894057 |
| language | English |
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| spelling | Vavra, Terry G. Verfasser aut Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs by Terry G. Vavra Milwaukee, Wis. ASQ Quality Press 1997 XVIII, 490 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Theorie (DE-588)4059787-8 gnd rswk-swf 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 Theorie (DE-588)4059787-8 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010614044&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Vavra, Terry G. Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs Theorie (DE-588)4059787-8 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Messung (DE-588)4038852-9 gnd |
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| title | Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs |
| title_auth | Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs |
| title_exact_search | Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs |
| title_full | Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs by Terry G. Vavra |
| title_fullStr | Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs by Terry G. Vavra |
| title_full_unstemmed | Improving your measurement of customer satisfaction a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs by Terry G. Vavra |
| title_short | Improving your measurement of customer satisfaction |
| title_sort | improving your measurement of customer satisfaction a guide to creating conducting analyzing and reporting customer satisfaction measurement programs |
| title_sub | a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs |
| topic | Theorie (DE-588)4059787-8 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Messung (DE-588)4038852-9 gnd |
| topic_facet | Theorie Verbraucherzufriedenheit Messung |
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