Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods [Anglais] [Relié]

Improving the quality levels of services and products in today's marketplace is what can make the difference between an adequate company or an exceptional company. But how can companies actually measure their customers' levels of satisfaction in an accurate and reliable way? Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. In simple, understandable terms, Measuring Customer Satisfaction presents detailed information on how to develop questionnaires using underlying scientific principles. Topics also include: Scale development; The concept of quality; Two methods of determining important service or product characteristics as received by the customer.

Unless companies have the tools to accurately measure customer perceptions, their improvement programs may be based on data that is speculative, irrelevant, or downright misleading. Hayes reduces this risk by providing time-tested methods for collecting information and using it to make better business decisions. This strategic guide helps companies identify customer expectations and develop questions that measure how well they are met and evaluate the reliability and validity of any questionnaire to ensure that it generates accurate and relevant data. --Ce texte fait référence à une édition épuisée ou non disponible de ce titre.

Provides detailed information about how to construct, evaluate, and use questionnaires. Benefits both the qualitative and quantitative aspects of questionnaire design and evaluation. DLC: Consumer satisfaction - Statistical methods.