Customer Satisfaction Measurement for ISO 9000: 2000

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Routledge, Aug 15, 2007 - Business & Economics - 176 pages
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For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction.



Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis.

Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.
 

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Contents

1 Why measure customer satisfaction?
1
2000
9
3 Identifying customers requirements
20
4 A representative sample
36
5 Survey decisions
46
6 Questionnaire design
68
7 Analysis of data
83
8 Customer communication
101
9 Internal communication
111
2000 Beyond customer satisfaction measurement
119
ABC Ltd Customer Survey Telephone
132
ABC Ltd Customer Survey Selfcompletion
136
ABC Ltd Customer Survey Internal
140
Index
145
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About the author (2007)

Bill Self is the current head coach of the University of Kansas basketball team. In his ten years with the school, he has won a National Championship (2008) nine straight Big 12 Conference Titles, was voted AP Coach of the Year (2009), Naismith College Coach of the Year, and has the highest winning percentage (.836) of any coach in Kansas basketball History.

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