Improving your measurement of customer satisfaction : a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs /

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Details gaining access to a customer base, assessing performance via survey design and data collection, analytical and graphing tools for reporting, and linking satisfaction to business objectives.

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Detalles Bibliográficos
Autor principal: Vavra, Terry G.
Formato: Libro
Lenguaje:Inglés
Publicado: Milwaukee, Wis. : ASQ Quality Press, c1997.
Materias:
Consumer satisfaction > Evaluation.
Satisfacción del consumidor > Evaluación.
Aporte de:Registro referencial: Solicitar el recurso aquí
Biblioteca Max von Buch (UdeSA) de Universidad de San Andrés
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100 1 |a Vavra, Terry G. 
245 1 0 |a Improving your measurement of customer satisfaction :  |b a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs /  |c by Terry G. Vavra. 
260 |a Milwaukee, Wis. :  |b ASQ Quality Press,  |c c1997. 
300 |a xviii, 490 p. :  |b ill. ;  |c 24 cm. 
504 |a Includes bibliographical references (p. [465]-476) and index. 
505 0 |a 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. 
520 |a Details gaining access to a customer base, assessing performance via survey design and data collection, analytical and graphing tools for reporting, and linking satisfaction to business objectives. 
650 0 |a Consumer satisfaction  |x Evaluation. 
650 7 |a Satisfacción del consumidor  |x Evaluación.  |2 UDESA 

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