Customer Satisfaction Measurement Simplified
Terry G. Vavra, 2001
American Society for Quality, Milwaukee, WI; 800-246-1948
ISBN 0873895002
Also available in Spanish and Mandarin editions.
Recent changes to the ISO 9001:2000 international standard require that organizations have an effective method of measuring customer satisfaction in order to achieve ISO certification. In addition to maintaining thorough documentation of each process, organizations must also measure the effectiveness of each process along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist in meeting this requirement. Using graphics, charts, and examples with real data drawn from the author’s own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process that will help your organization attain ISO 9001 certification.
Intended to address the practical questions of quality and satisfaction professionals who need quick answers to specific issues, Customer Satisfaction Measurement Simplified is a concise guide that shows how to implement an efficient measurement system. Terry Vavra demonstrates how to identify the requirements of the customer, the best way to measure the level of satisfaction, and how to analyze and report the data collected. In this era of increased competition and globalized economies, businesses are striving to find any point of uniqueness to distinguish themselves from the competition. By effectively measuring customer satisfaction levels, organizations can demonstrate how they differ from the competition.
