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Planning Customer Satisfaction Research
Who Are the Customers?
Qualitative and Quantitative Research
5 other sections not shown
analyze answered quickly bias Billing is accurate Burger King business dealings claims are handled Coder company is professional competitors complaints conducted Conjoint analysis correlated Correspondence analysis critical performance attributes customer expectations Customer requirements drive customer satisfaction research customer satisfaction survey Customer service personnel delivered to specifications determine developed discussed dissatisfied customers drive the company employees example Exhibit factor analysis focus group handled effectively handled promptly implemented important improvement involvement Just-in-time delivery schedules mail surveys margin of error ments multiple regression mystery shop Office staff office supply products open-ended questions open-ended responses overall satisfaction rating percent percentage Perceptual Map personnel are knowledgeable personnel are responsive Plastic Polymers Price is competitive procedures product or service professional in business psychographic purchase quantitative research response rate restaurant Roadway Express SALES REP sample satisfied customers scores selected staff is courteous standards survey results telephone survey tion total quality management Warranty claims