Analysis Of Customer Satisfaction Data
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Analysis Of Customer Satisfaction Data
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Author : Derek R. Allen
language : en
Publisher: Asq Press
Release Date : 2000-01-01
Analysis Of Customer Satisfaction Data written by Derek R. Allen and has been published by Asq Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-01-01 with Business & Economics categories.
As global competition increases, maintaining customer loyalty is more important than ever. Dissatisfied customers now have many options, with dozens of companies from around the world competing for their business. it is crucial for every organization to retain loyal customers by maintaining a high level of customer satisfaction. However, sustaining an environment conducive to customer satisfaction is a difficult task without a strong understanding of the data surrounding customer satisfaction surveys. This is the focus of Analysis of Customer Satisfaction Data, which clearly demonstrates how to interpret the data gathered in customer surveys while explaining how to use this information to improve overall customer satisfaction. Written by industry leaders with years of experience consulting top companies such as General Motors, Bank of America and Met Life, this book offers a step-by-step approach to customer loyalty research in an advanced yet understandable format. This book is a must read for anyone who is developing a customer satisfaction survey. - Richard Yorio Customer Satisfaction and Loyalty Manager Xerox Corporation.
Analysis Of Customer Satisfaction Data
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Author : Darek R. Allen
language : en
Publisher:
Release Date :
Analysis Of Customer Satisfaction Data written by Darek R. Allen and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Modern Analysis Of Customer Surveys
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Author : Ron S. Kenett
language : en
Publisher: John Wiley & Sons
Release Date : 2012-01-30
Modern Analysis Of Customer Surveys written by Ron S. Kenett and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-01-30 with Mathematics categories.
Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statistical methods. Typical reports include descriptive statistics and basic graphical displays. As demonstrated in this book, integrating such basic analysis with more advanced tools, provides insights on non-obvious patterns and important relationships between the survey variables. This knowledge can significantly affect the conclusions derived from a survey. Key features: Provides an integrated, case-studies based approach to analysing customer survey data. Presents a general introduction to customer surveys, within an organization’s business cycle. Contains classical techniques with modern and non standard tools. Focuses on probabilistic techniques from the area of statistics/data analysis and covers all major recent developments. Accompanied by a supporting website containing datasets and R scripts. Customer survey specialists, quality managers and market researchers will benefit from this book as well as specialists in marketing, data mining and business intelligence fields.
Improving Your Measurement Of Customer Satisfaction
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Author : Terry G. Vavra
language : en
Publisher: Quality Press
Release Date : 2001-09-25
Improving Your Measurement Of Customer Satisfaction written by Terry G. Vavra and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-09-25 with Business & Economics categories.
Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement
Customer Satisfaction Evaluation
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Author : Evangelos Grigoroudis
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-11-07
Customer Satisfaction Evaluation written by Evangelos Grigoroudis and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-11-07 with Business & Economics categories.
This important new work provides a comprehensive discussion of the customer satisfaction evaluation problem. It presents an overview of the existing methodologies as well as the development and implementation of an original multicriteria method dubbed MUSA.
Customer Satisfaction
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Author : Nigel Hill
language : en
Publisher: The Leadership Factor
Release Date : 2007
Customer Satisfaction written by Nigel Hill and has been published by The Leadership Factor this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007 with Consumer satisfaction categories.
This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Parametric And Nonparametric Statistics For Sample Surveys And Customer Satisfaction Data
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Author : Rosa Arboretti
language : en
Publisher: Springer
Release Date : 2018-06-18
Parametric And Nonparametric Statistics For Sample Surveys And Customer Satisfaction Data written by Rosa Arboretti and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-06-18 with Mathematics categories.
This book deals with problems related to the evaluation of customer satisfaction in very different contexts and ways. Often satisfaction about a product or service is investigated through suitable surveys which try to capture the satisfaction about several partial aspects which characterize the perceived quality of that product or service. This book presents a series of statistical techniques adopted to analyze data from real situations where customer satisfaction surveys were performed. The aim is to give a simple guide of the variety of analysis that can be performed when analyzing data from sample surveys: starting from latent variable models to heterogeneity in satisfaction and also introducing some testing methods for comparing different customers. The book also discusses the construction of composite indicators including different benchmarks of satisfaction. Finally, some rank-based procedures for analyzing survey data are also shown.
Measuring Customer Satisfaction
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Author : Bob E. Hayes
language : en
Publisher: ASQ Quality Press
Release Date : 1992
Measuring Customer Satisfaction written by Bob E. Hayes and has been published by ASQ Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1992 with Business & Economics categories.
"The mysteries of every aspect of questionnaires dissolve as author Bob E. Hayes leads you systematically through the scientific methodology used to construct questionnaires." "By using his guidelines you will be able to pinpoint customer expectations; develop questions to measure whether you are meeting these expectations; work toward meeting the Malcolm Baldrige National Quality Award (1990) customer satisfaction requirements; evaluate the reliability and validity of any questionnaire; use questionnaire data to monitor work processes, evaluate intervention programs, and more . . . ." "The book includes significant discussions of reliability statistics for measuring questionnaire precision, as well as the statistical framework for using satisfaction questionnaires."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
Superior Customer Satisfaction And Loyalty
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Author : Sheldon D. Goldstein
language : en
Publisher: Quality Press
Release Date : 2009-07-21
Superior Customer Satisfaction And Loyalty written by Sheldon D. Goldstein and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-07-21 with Business & Economics categories.
This book demonstrates in a simple and straightforward way the process of discovering the attributes that are important to your customers, measuring their satisfaction with an unbiased survey instrument, analyzing that data, and then doing a statistical analysis to determine the best approach to improving the low-rated attribute(s) and implementing change that has a higher probability of improving customer loyalty. Satisfaction is a feeling; loyalty is a behavior with satisfaction as its foundation, coupled with a willingness to repurchase and a willingness to recommend. It is that interest in reliving a positive customer experience that creates loyal behavior. This book gives insights into the process that companies can use to create that satisfaction in their customers and promote loyal behavior in customers’ buying patterns. Each chapter is constructed as a self-contained entity. The method described in this book will help you collect data from your customers, understand the information through analysis of the metrics and comments, find root causes of problems, motivate people to contribute to improving satisfaction, and then sustain the gains by audit. There is no appendix to reference for additional materials. The basic process needed to analyze and implement a robust quality system for improving customer satisfaction is described in full, including presenting the data of “customer satisfaction values” in a way that makes it easy to understand.
Customer Satisfaction
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Author : Craig Cochran
language : en
Publisher: Paton Professional
Release Date : 2003
Customer Satisfaction written by Craig Cochran and has been published by Paton Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Business & Economics categories.
Customer satisfaction is the single most important issue affecting organizational survival. Despite this fact, most companies have no clue what their customers really think. They operate in a state of ignorant bliss, believing that if their customers were anything less than 100-percent satisfied they'd hear about it. Then they are shocked when their customer base erodes and their existence is threatened. The key to competitive advantage is proactively gauging customer perceptions and aggressively acting on the findings. The techniques for doing this don't have to be difficult, they just have to be timely and effective. This book explores a range of practical techniques for probing your customers' true level of satisfaction. Tools and specific instructions for use are described in detail, enabling the organization to get started immediately. The tools range from very basic to highly sophisticated, providing a path for organizations to follow as they progressively become more familiar with the unique drivers of customer satisfaction. This is the perfect reference for organizations that want to continually improve and outpace their competition. Contents What is Customer Satisfaction? Call Reports Field Reports Comment Cards Complaint Systems Quantitative Customer Surveys In Conclusion