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CUSTOMER SATISFACTION MEASUREMENT FOR ISO 9000: 2000 (SAVE 10%)

Written by Nigel Hill, Bill Self, Greg Roche

Published by Butterworth Heinemann

Chapter Headings

 

  1. Why measure customer satisfaction?

    1. Satisfied customers are more likely to stay

    2. Overview of the CSM process

  2. Customer satisfaction measurement and ISO 9000:2000

    1. Background to the new standard

    2. What the standard says

  3. Identifying customers’ requirements

    1. The lens of the customer

  4. A representative sample

    1. Sampling theories, size and examples

  5. Survey decisions

    1. Choosing the most appropriate survey methodology

    2. Confidentiality

  6. Questionnaire design

    1. Layout and wording

    2. Rating scales

  7. Analysis of data

    1. Analysing and reporting the results

  8. Customer communication

    1. Introducing the survey

    2. Feeding back results

  9. Internal communication

    1. Employee buy-in and mirror survey

  10. ISO 9004:2000 Beyond customer satisfaction

Appendices

  1. ABC Ltd Customer Survey - telephone sample questionnaire
  2. ABC Ltd Customer Survey - self completion sample questionnaire
  3. ABC Ltd Customer Survey - internal sample questionnaire

  • A soft back book with 143 pages
  • A step by step guide for CSM and meeting the ISO 9000: 2000 requirements
  • Sample questionnaires included

RRP: £32.99
Our Price: £29.99


Reviews

Customer Satisfaction Measurement

“An excellent read….it will meet the requirements of ISO 9000: 2000 and ensure that CRM is placed at the heart of your business."

Laura Clapcott, Customer Experience Manager, Royal & Sun Alliance


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