Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods

Portada
ASQ Quality Press, 1 ene. 2008 - 287 páginas
"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." "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."--BOOK JACKET.
 

Comentarios de usuarios - Escribir una reseña

No hemos encontrado ninguna reseña en los sitios habituales.

Índice

III
1
IV
7
V
11
VI
12
VIII
13
IX
14
X
17
XII
18
LXXXVII
106
LXXXVIII
107
LXXXIX
111
XC
112
XCIII
114
XCV
116
XCVIII
118
XCIX
120

XIII
19
XV
20
XVI
22
XVIII
23
XIX
24
XX
26
XXI
28
XXII
29
XXIII
33
XXIV
35
XXVI
38
XXVII
42
XXIX
44
XXX
45
XXXI
46
XXXIII
47
XXXIV
49
XXXVII
51
XL
52
XLI
53
XLIII
54
XLV
55
XLVI
56
XLVIII
57
XLIX
58
L
60
LI
62
LIII
63
LIV
64
LV
66
LVI
68
LVIII
69
LIX
73
LX
74
LXI
79
LXII
80
LXIII
81
LXIV
83
LXV
84
LXVII
85
LXIX
89
LXX
91
LXXII
92
LXXIII
93
LXXIV
95
LXXV
96
LXXVII
97
LXXVIII
98
LXXIX
99
LXXX
100
LXXXII
101
LXXXIII
103
LXXXIV
104
C
122
CI
125
CII
128
CIII
130
CV
133
CVIII
135
CIX
138
CXI
139
CXII
140
CXIII
141
CXV
142
CXVIII
144
CXIX
145
CXX
147
CXXI
148
CXXIII
149
CXXIV
152
CXXV
153
CXXVIII
154
CXXXI
155
CXXXII
157
CXXXIII
159
CXXXV
160
CXXXVI
161
CXL
166
CXLII
168
CXLIII
169
CXLIV
171
CXLV
174
CXLVI
175
CXLVII
177
CXLVIII
182
CL
183
CLIV
186
CLV
188
CLVII
190
CLIX
196
CLXI
199
CLXII
201
CLXIII
203
CLXIV
205
CLXV
211
CLXVI
221
CLXVII
227
CLXVIII
233
CLXIX
241
CLXX
247
CLXXI
255
CLXXII
265
CLXXIII
273
CLXXIV
275
CLXXV
281
Página de créditos

Términos y frases comunes

Pasajes populares

Página 1 - He further distinguishes between two types of quality: quality of design and quality of conformance. Quality of design reflects the extent to which a product or service possesses an intended feature.
Página 5 - How are complaints aggregated and analyzed for use in improvement throughout your organization and by your partners? 4. How do you keep your approaches to building relationships and providing customer access current with business needs and directions? B. Customer Satisfaction Determination 1. How do you determine customer satisfaction, dissatisfaction, and loyalty? How do these determination methods differ among customer groups? How do you ensure that your measurements capture actionable information...
Página 6 - Summarize your organization's key financial and marketplace performance results by customer or market segments, as appropriate. Include appropriate comparative data. Provide data and information to answer the following questions: a.
Página 4 - Within your response, include answers to the following questions: a. Customer Relationship Building (1) How do you build relationships to acquire customers, to meet and exceed their expectations, to increase loyalty and repeat business, and to gain positive referrals? (2) What are your key access mechanisms for customers to seek information, conduct business, and make complaints?
Página 3 - Public responsibility and citizenship 40 2 Strategic planning 85 2.1 Strategy development 40 2.2 Strategy deployment 45 3 Customer and market focus 85 3.1 Customer and market knowledge 40 3.2 Customer satisfaction...
Página 5 - How do you use customer satisfaction and dissatisfaction information for improvement? 2. How do you follow up with customers on the quality of products, services, and transactions to receive prompt and actionable feedback? 3. How do you obtain and use information on your customers' satisfaction relative to their satisfaction with your competitors?

Sobre el autor (2008)

Bob E. Hayes is the president and founder of Business Over Broadway (B.O.B.), providing consultation and direction to help companies maximize the value of their survey programs.

Información bibliográfica