AMA Handbook for Customer Satisfaction
Unlock the secrets to planning and implementing a comprehensive customer satisfaction program with this easy-to-apply introduction to the principles of customer satisfaction research. Step-by-step guidelines and dozens of examples from Burger King, Baxter Healthcare Corporation, and more.
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Qualitative and Quantitative Research
Mail or Telephone Survey?
Designing the Questionnaire
5 other sections not shown
analyze answered quickly Billing is accurate Burger King business dealings claims are handled Coder company is professional company’s competitors complaints conducted Conjoint analysis consumer correlated Correspondence analysis critical performance attributes customer expectations Customer requirements drive customer satisfaction research customer satisfaction survey Customer service personnel customer’s delivered to specifications determine developed discriminant analysis dissatisfied customers drive the company employees error evaluate example Exhibit factor analysis focus groups handled effectively handled promptly implemented important indicated inﬂuence involvement mail surveys Marketing Research measures ments multiple regression nonresponse Office staff office supply products open-ended questions open-ended responses percent percentage Perceptual Map personnel are responsive Plastic Polymers Problems are handled procedures product or service professional in business psychographic purchase quantitative research response rate restaurant Roadway Express SALES REP sample satisfied customers scores selected standards statistical techniques strategies suppliers survey results telephone survey tion total quality management Warranty claims