Citation
(2002), "Customer Satisfaction Measurement Simplified: A Step-by-step Guide for ISO 9001:2000 Certification", Measuring Business Excellence, Vol. 6 No. 4. https://doi.org/10.1108/mbe.2002.26706dae.011
Publisher
:Emerald Group Publishing Limited
Copyright © 2002, MCB UP Limited
Customer Satisfaction Measurement Simplified: A Step-by-step Guide for ISO 9001:2000 Certification
T.G. VavraASQ Quality Press2002ISBN: 0873895002Price: $40.00
Discusses how to discover and define the customers and their requirements, and points out the difference between measurement for efficiency and measurement for effectiveness. Explains how to design a survey questionnaire for customer satisfaction measurement (CSM), how to analyse it, what possible statistical or non-statistical tools can be used to analyse it, and how to report and use the results for improvement. Provides plenty to interest quality professionals and people in corporate management who need to understand how to implement CSM.