Customer Satisfaction Measurement for ISO 9000: 2000
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A01=Bill Self
A01=Greg Roche
advanced customer satisfaction metrics
Applicable Regulatory Requirements
Author_Bill Self
Author_Greg Roche
Average Satisfaction Score
Base Response Rate
bias
Boost Response Rates
business
Category=JBCC
Category=KJMQ
Category=KJMV5
Category=KJSU
Customer Communication
Customer Satisfaction
Customer Satisfaction Measurement
Customer Satisfaction Research
Depth Interviews
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
eq_society-politics
exploratory
Feedback
Friendly Martian
Improve Customer Satisfaction
Introductory Letter
ISO 9001 compliance
Large Customer Base
management
markets
Mirror Survey
non-response
organisational feedback systems
Perception Gaps
Punctual Arrival
quality
quality assurance processes
Quality Management System
quantitative analysis
research
respondent sampling techniques
Satisfaction Index
Satisfaction Loyalty Links
Self-completion Questionnaire
Selfcompletion Questionnaires
survey
Survey Completion Date
survey methodology
system
Systematic Random Sample
Verbal Scales
Product details
- ISBN 9780750655132
- Weight: 300g
- Dimensions: 156 x 234mm
- Publication Date: 11 Dec 2001
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
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For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction.
Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis.
Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.
Nigel Hill, Bill Self, Greg Roche
