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Customer Satisfaction Books
 Customer
Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification (Terry G.
Vavra)
ISBN: 0873895002
Recent changes to the ISO 9001:2000 international standards require that organizations must have an
effective method of measuring customer satisfaction to achieve ISO certification. In addition to
maintaining thorough documentation of each process, these organizations must also measure the
effectiveness of that process, along with the consequences for the customers. Customer Satisfaction
Measurement Simplified is the first book on the market specifically written to assist on attaining
this requirement. Using graphics, charts, and real data with examples drawn from the author’s own
experiences, Customer Satisfaction Measurement Simplified will guide you through the process of
implementing a customer satisfaction measurement process to help your organization meet ISO 9001
certification.
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 Customer
Satisfaction Measurement for ISO 9000: 2000 (Nigel Hill)
ISBN: 0750655135
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 be
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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 Improving
Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting
Customer Satisfaction Measurement Programs (Terry G. Vavra)
ISBN: 0873894057
Since more and more attention is being focused on customer value management, it is important to have
a resource that synthesizes many bodies of research about how to obtain and interpret customer
satisfaction data. Vavra provides rationale, identifies opportunities, and suggests specific
programs to improve the measurement of customer satisfaction in your organization.
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 Improving
Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
(Michael D. Johnson, Anders Gustafsson)
ISBN: 0787953105
A lead title in the new University of Michigan Business School of Management series, this practical
guide gives companies a five-stage plan for reuniting the key measures of customer satisfaction with
marketing strategy and product development to ensure excellent customer service.
Today most companies understand that customer satisfaction and loyalty are essential to their
success. But few companies know how to link their customer's needs with their organization's
processes to create the best customer experience possible. Instead, they erect walls between their
customer service department and other organizational functions. Then they subcontract their customer
service satisfaction surveys to companies that don't understand their business.
This book shows managers how to break down the walls between customer service and other
organizational functions and integrate their functions. It demonstrates how, by tying together their
customer value chain to create a cohesive customer measurement and management system, companies can
create both happy customers and the organizational know-how necessary to keep them happy.
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 Listening
to the Voice of the Customer : 16 Steps to a Successful Customer Satisfaction Measurement Program
(Jon Anton, Debra Perkins (Contributor), Richard A. Feinberg)
ISBN: 0915910438
This how-to manual takes you step-by-step through the design, implementation and analysis of a
customer satisfaction measurement program. The book's 16 chapters are organized in logical sequence
for setting up a complete program, with information on: the best survey methods, sample sizes,
increasing response, surveying customer bases, writing survey questions for meaningful results, data
gathering, data analysis, taking action on the findings and more.
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 Measuring
Customer Satisfaction: Development and Use of Questionnaires (Bob E. Hayes)
ISBN: 087389362X
Improving the quality levels of services and products in today's marketplace is what can make the
difference between an adequate company or an exceptional company. But how can companies actually
measure their customers' levels of satisfaction in an accurate and reliable way? Unless companies
have the tools to accurately measure customer perceptions, their improvement programs may be based
on data that is speculative, irrelevant, or downright misleading. In simple, understandable terms,
Measuring Customer Satisfaction presents detailed information on how to develop questionnaires using
underlying scientific principles. Topics also include: Scale development; The concept of quality;
Two methods of determining important service or product characteristics as received by the customer.
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Customer Satisfaction Measurement and Management : Using the Voice
of the Customer (Earl Naumann, Kathleen Giel)
ISBN: 0873894278
This is the definitive resource on how to survive the ever-increasing levels of customer expectation
and make the voice of your customer your biggest ally. Learn how to implement a customer
satisfaction measurement and management program that permeates every level of your company, for
becoming truly customer driven is essential for survival in the 21st century.
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 Analysis
of Customer Satisfaction Data (Derek R. Allen, Tanniru R. Rao)
ISBN: 0873894537
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