How to measure customer satisfaction:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Aldershot [u.a.]
Gower
2003
|
| Edition: | 2. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | VIII, 151 S. Ill., graph. Darst. |
| ISBN: | 056608595X |
Staff View
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| 100 | 1 | |a Hill, Nigel |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a How to measure customer satisfaction |c Nigel Hill, John Brierley and Rob MacDougall |
| 250 | |a 2. ed. | ||
| 264 | 1 | |a Aldershot [u.a.] |b Gower |c 2003 | |
| 300 | |a VIII, 151 S. |b Ill., graph. Darst. | ||
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Record in the Search Index
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| adam_text | CONTENTS
List of figures vii
1. Introduction 1
2. Setting objectives and project planning 7
3. Exploratory research 11
4. Sampling 26
5. Survey options 36
6. Maximising response rates 48
7. Questionnaire design 56
8. Rating scales 65
9. Introducing the survey 75
10. Analysing the results 80
11. Benchmarking and improving your performance 95
12. The mirror survey 106
13. Feedback 110
14. The business case for customer satisfaction 118
Appendices
1. Self completion questionnaire 123
2. Telephone survey questionnaire 129
3. Mirror survey questionnaire 137
4. Satisfaction Benchmark 143
5. Web links 145
Index 147
1.1 An overview of the CSM process 4
2.1 Customer satisfaction a definition 7
2.2 CSM objectives 7
2.3 Customer survey schedule 10
3.1 The lens of the customer 12
3.2 Introductory letter for depth interview participants 16
3.3 Confirmation letter for focus group participants 21
4.1 Sampling options 26
4.2 Stratified random sampling 29
4.3 Sampling steps 30
4.4 Normal distribution curve 32
4.5 Sample size and reliability 33
4.6 Sampling summary 34
5.1 Multiple callbacks for accurate sampling 38
5.2 The satisfaction improvement loop 46
6.1 Multiple follow up strategy 49
6.2 Effectiveness of techniques for maximising response rates 54
7.1 Questionnaire checklist 56
7.2 Ambiguous question 57
7.3 Precise question 58
7.4 A positively biased rating scale 59
7.5 A balanced rating scale 60
7.6 Questionnaire layout 61
7.7 Questions by section 62
8.1 Rating scales 65
8.2 Likert scale 66
8.3 Verbal scale 67
8.4 SIMALTO scale 68
8.5 Numerical scale 69
8.6 Ungraded scale 70
9.1 Introducing the survey an overview 76
9.2 Introductory letter for the main survey 78
10.1 Importance scores 81
10.2 Varying data producing the same average score 82
10.3 Importance scores with standard deviations 83
10.4 Satisfaction scores 84
10.5 Gap analysis to highlight PFIs 86
10.6 Business impact matrix 88
10.7 Performance profiles 89
10.8 Frequency distribution 90
10.9 Changing verbal into numerical scales 91
10.10 Interval and categorical scaling 91
10.11 Calculating the weighting factors 92
10.12 Calculating the satisfaction index 93
11.1 Satisfaction benchmark league table 96
11.2 Comparative performance at attribute level 97
11.3 Benchmarking against the best 97
11.4 General comparison indicator 98
11.5 Competitor comparisons at attribute level 99
11.6 Market standing 100
11.7 Top US companies and customer satisfaction 101
11.8 Characteristics of companies achieving high levels of
satisfaction 101
12.1 Customers priorities the employees view 107
12.2 Customer satisfaction the employees view 108
13.1 The satisfaction improvement loop 110
13.2 Internal feedback 112
13.3 Accurate feedback 114
13.4 Indicative feedback 115
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| id | DE-604.BV017701374 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T19:20:56Z |
| institution | BVB |
| isbn | 056608595X |
| language | English |
| lccn | 2003064302 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-010642190 |
| oclc_num | 249080350 |
| open_access_boolean | |
| owner | DE-824 DE-945 DE-1050 |
| owner_facet | DE-824 DE-945 DE-1050 |
| physical | VIII, 151 S. Ill., graph. Darst. |
| publishDate | 2003 |
| publishDateSearch | 2003 |
| publishDateSort | 2003 |
| publisher | Gower |
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| spelling | Hill, Nigel Verfasser aut How to measure customer satisfaction Nigel Hill, John Brierley and Rob MacDougall 2. ed. Aldershot [u.a.] Gower 2003 VIII, 151 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Messung - Verbraucherzufriedenheit Consumer satisfaction Evaluation Messung (DE-588)4038852-9 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 s Messung (DE-588)4038852-9 s DE-604 Brierley, John Sonstige oth MacDougall, Rob Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010642190&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hill, Nigel How to measure customer satisfaction Messung - Verbraucherzufriedenheit Consumer satisfaction Evaluation Messung (DE-588)4038852-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| subject_GND | (DE-588)4038852-9 (DE-588)4129147-5 |
| title | How to measure customer satisfaction |
| title_auth | How to measure customer satisfaction |
| title_exact_search | How to measure customer satisfaction |
| title_full | How to measure customer satisfaction Nigel Hill, John Brierley and Rob MacDougall |
| title_fullStr | How to measure customer satisfaction Nigel Hill, John Brierley and Rob MacDougall |
| title_full_unstemmed | How to measure customer satisfaction Nigel Hill, John Brierley and Rob MacDougall |
| title_short | How to measure customer satisfaction |
| title_sort | how to measure customer satisfaction |
| topic | Messung - Verbraucherzufriedenheit Consumer satisfaction Evaluation Messung (DE-588)4038852-9 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd |
| topic_facet | Messung - Verbraucherzufriedenheit Consumer satisfaction Evaluation Messung Verbraucherzufriedenheit |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010642190&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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