Measuring customer satisfaction

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  • American Costumer Satisfaction Index (ACSI) and European Customer Satisfaction Index (ECSI) Intangible economic indicators Conducts analyses of customer service quality in 35 separate industries, 190 companies and government agencies on a scale of 1 to 100 Post-consumption assessment by the user about the product or service gained Uses expectancy confirmation-disconfirmation approach: focuses on service comparisons with customers prior expectations

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  • Tham khảo tài liệu 'measuring customer satisfaction in the context', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả

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  • Why measure customer satisfaction? Because it’s required! The Workforce Investment Act of 1998 says states need to “consult with customers about the relevance of the information disseminated through the statewide employment statistics. A plan for actively listening to customers of Labor Market Information Products and Services A resource handbook from the Customer Satisfaction Work Group of the Workforce Information Council Copyright 2003

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  • 1. Provide a brief overview of J.D. Power and Associates; 2. Discuss today’s rapidly changing consumer; 3. Discuss some of the benefits associated with high levels of Customer Satisfaction in today’s highly; competitive environment;4. Discuss the J.D. Power and Associates syndicated New Home Builder Customer Satisfaction Study – Why the Home Building Industry? – Who we focus on? – What we cover? – How we analyze the information – Key findings

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  • Syndicated Conducted for an industry sector and funded by J.D. Power and Associates Questionnaire derived from discussions with potential clients in industry Companies and sample represent the market and the population J.D. Power and Associates owns the information and solicits subscribers The New Home Builder Satisfaction Study is a syndicated study

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  • This Guide is designed to help vocational rehabilitation (VR) programs serving American Indians/Alaska Natives collect customer satisfaction data in culturally sensitive ways. While this Guide is written for VR program staff, it is intended to be useful to anyone interested in VR and related topics. So, when we say “you” in the Guide, we are referring to VR program staff but, by extension, we mean any reader.

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  • Up-to-date information about customer satisfaction is important for successful management of complex projects. The importance of customer satisfaction is emphasized in the case of projectbased organizations, where a customer often plays an integral role in the project delivery process. Turner and Keegan (2001, p. 256) elegantly define project-based organization as an organization in which:

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  • Customer Satisfaction: Measurement Objectives • Determine which customers to survey • Determine critical performance attributes that result in customer satisfaction • Assess company performance • Establish corrective action • Monitor continuous improvement

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  • Many studies have related overall satisfaction with some product or service to satisfaction with specific aspects of the product or service (Oliver 1980, 1993; Parsuraman, Berry, and Zeithaml 1988, 1991; Anderson and Sullivan 1993; Garbarino and Johnson 1999; DeWulf, Odekerken-Schröder, and Iacobucci 2001). Customers may explain their satisfaction with a product or service in terms of specific aspects such as the product attributes, price, customer service, or a combination of these various features.

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  • For each transit site, impact scores are calculated from the survey data results, and are as displayed as shown in Tables 8.1 and 8.2 (CTA Red Line), Tables 8.5 and 8.6 (CTA Blue Line), Tables 8.9 and 8.10 (Combined CTA Rail) Tables 8.15 and 8.16 (Sun Tran, Albuquerque), and Tables 8.22 and 8.23 (GLTC, Lynchburg, VA). First, data for whether or not a customer has experienced a problem with each attribute is cross-tabulated with mean overall satisfaction. Thus, for example as shown in Table 8.

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  • 3. Value of the information Receiving the need information, consumer contact referred and referral help provided places, services from referred places other, and number of calls made before getting through, and expectation about the usefulness of the information received in resolving the issue that prompted the consumer's call.

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  • 100 satisfied customers generate 25 new customers. •For every 1 customer complaint received, 20 other dissatisfied customers do not bother to complain. •Cost of acquiring 1 new customer is 5 times as great as the cost of retaining a satisfied customer. •Customer satisfaction is integral to TQM by establishing

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  • Why measure customer satisfaction? Because it’s required! The Workforce Investment Act of 1998 says states need to “consult with customers about the relevance of the information disseminated through the statewide employment statistics system, in order to continuously improve the system.” The two key parts of this statement are: • Consult with customers • Continuously improve the system It’s also a requirement of the One Stop LMI grant from the Employment and Training Administration!......

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  • As one of the most highly competitive manufacturers in the automotive industry, Ford has long understood the importance of measuring customer satisfaction. customer satisfaction with purchase, product, and service experience is ultimately critical to any industry. it is especially important to the automotive industry, a service-based business to customers.

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  • Nigel Hill is founder and Managing Director of The Leadership Factor, a research company which specialises in measuring satisfaction and loyalty. Based in the UK, USA, Australia, France and Italy, The Leadership Factor conducts CSM surveys for many blue chip companies and runs seminars on measuring customer satisfaction and employee satisfaction both in Europe, America and Australia. Nigel is author of ëThe Handbook of Customer Satisfaction Measurementí and ëHow to Measure Customer Satisfactioní, both published by Gower. ...

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  • To give the participants knowledge and skill to develop and implement the system to measure customer satisfaction

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  • The purpose of this paper is to help customer survey process stakeholders understand some of the inherent tradeoffs of alternative survey methods. The scope addresses factors including size of the customer population, strengths and weaknesses of alternate...

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  • The new BS EN ISO 9001:2000 standard has made customers the focal point of a process based quality management system. To quote from the introduction to the Standard: “This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.”

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  • This paper outlines some examples of the ways in which these measures have been undertaken at the enterprise level and the accreditation framework within which these are often established. It also proposes the idea that it may be useful to extend satisfaction measurement from a focus on the enterprise to that of the destination. This is a much more complex task that at the individual enterprise level but may be worth the effort as destinations compete for market share.

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  • Much has been written in the past few years on Customer Satisfaction measurement models in order to study the relationship between satisfaction and market share, and the impact of customer switching barriers (Fornell 1992) in terms of customer satisfaction Index (CSI). A Customer Satisfaction Index quantifies the level of profitable satisfaction of a particular customer base and specifies the impact of that satisfaction on the chosen measure(s) of economic performance.

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