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HBOK 1-424

Title Take Action on Customer Satisfaction
Author(s) Gwen Fontenot, Lucy Henke, and Kerry Carson
Source Quality Progress
Topic Listening to Customers
Abstract Quality managers use customer satisfaction research to determine their company’s level of performance and to guide decisions about where to make improvements. The four commonly used models discussed not only provide a measure of customer satisfaction, but also help management identify the actions it needs to take to improve business. The comparison of techniques highlights the significance of measuring importance when evaluating customer satisfaction and the potential problems that may occur when using only satisfaction ratings to determine areas for improvement. Management should use a combination of techniques when prioritizing actions to be taken based on customer satisfaction data.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/qp/2005/0705/qp0705fontenot.pdf
Link for HTML http://www.asq.org/data/subscriptions/qp/2005/0705/qp0705fontenot.html
Reference Code 1-424

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