AMA Handbook for Customer SatisfactionUnlock 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. |
Contents
Planning Customer Satisfaction Research | 14 |
Qualitative and Quantitative Research | 30 |
Mail or Telephone Survey? | 61 |
Copyright | |
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Common terms and phrases
analyze Billing is accurate Burger King business dealings claims are handled Coder codes company is professional competitors conducted Conjoint analysis correlation 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 drive the company employees example Exhibit expert system factor analysis focus groups handled effectively handled promptly implemented important improvement individual performance attributes Just-in-time delivery schedules mail surveys mance attributes multiple regression Office staff office supply products open-ended questions open-ended responses overall satisfaction rating percent percentage Perceptual Map personnel are responsive Plastic Polymers polyvinyl chloride Preliminary Performance Attributes Problems are handled procedures product or service professional in business psychographic purchase quantitative research response rate Roadway Express SALES REP sample scores selected sponses staff is courteous standards survey results telephone interviews telephone survey tion total quality management Warranty claims