AMA Handbook for Customer Satisfaction |
Contents
Planning Customer Satisfaction Research | 14 |
Qualitative and Quantitative Research | 30 |
Mail or Telephone Survey? | 61 |
Copyright | |
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analyze answered quickly Billing is accurate Burger King business dealings claims are handled Coder company is professional competitors complaints 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 developed dissatisfied customers drive the company employees example Exhibit expert system factor analysis focus group handled effectively handled promptly implemented important Industrial Chemical Just-in-time delivery schedules mail surveys multiple regression mystery shop Office staff open-ended questions open-ended responses overall satisfaction rating percent percentage Perceptual Map personnel are knowledgeable personnel are responsive Plastic Polymers polyvinyl chloride Price is competitive Problems are handled procedures professional in business PVC Resins qualitative research questionnaire Questions are answered restaurant Roadway Express SALES REP sample satisfied customers scores Shipments are delivered staff is courteous standards statistical techniques survey results Technical support personnel telephone survey tion total quality management Warranty claims