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HBOK 1-216

Title Mining the Gold in Customer Complaints: Complaints are Hidden Treasure
Author(s) Christina Sanes
Source Journal for Quality and Participation
Topic Listening to Customers
Abstract Customers continuously evaluate the quality of products and services received based on facts and perceptions, on quantitative and qualitative data. While their feedback is available in many forms, complaints can be the most useful source of meaningful information. This article discusses how to design a complaint-gathering process that can result in process improvements, thus enhancing customer satisfaction, increasing revenue, and expanding market share.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/jqp_open/1993/september/jqpv16i5sanes.pdf
Link for HTML None
Reference Code 1-216

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