Listening to the Voice of the Customer

by Anton, Jon; Perkins, Debra Sue

• ISBN13: 9780915910434
• ISBN10: 0915910438
• Format: Paperback
• Copyright: 2008-05-19
• Publisher: Purdue Univ Pr

Summary

Listening to the Voice of the Customer is the only how-to manual which takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. Listening to the Voice of the Customer will show you how to develop your own customer satisfaction measurement program. You'll get actionable information which will help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the author's experience developing and implementing customer satisfaction measurement programs. Whether you're new to customer satisfaction measurement or have a program in place, you'll find Listening to the Voice of the Customer an invaluable resource.

Table of Contents

About The Authors	vii
Acknowledgments	viii
Foreword	ix
Focusing On Customer Satisfaction In The New Economy	1	(8)
Making The Case: A Customer Satisfaction Surveying Program	9	(12)
Customer Surveying: The Foundation Concepts	21	(6)
Gathering The Tools	27	(4)
Clarity Of Vision	31	(8)
Attribute Scan	39	(4)
Sampling Decisions And Surveying Issues	43	(8)
Survey Method And Data Collection Issues	51	(6)
How To Write A Survey	57	(12)
How To Design A Questionnaire	69	(4)
Implementing A Survey	73	(8)
Analyzing The Survey	81	(10)
Introduction To The Major Types Of Analysis	91	(30)
Reporting The Results	121	(8)
Taking Action---Making The Most Of The Presentation	129	(6)
Continuous Improvement In The Customer Satisfaction Process	135	(6)
Glossary	141	(4)
References	145	(4)
Index	149