Study reveals technology's role in customer satisfaction
Article Abstract:
A 1995 IDEAS study conducted by Stanley Brown of Coopers & Lybrand's Centre for Excellence in Customer Satisfaction exposes certain myths and confirms other notions regarding technology's role in customer satisfaction. The myths include viewing the organization's financial success as unrelated to improved customer satisfaction and considering technology as a major factor in gaining customer satisfaction. Improved customer satisfaction is achieved by strategic planning, not by chance. Technology alone is insufficient for customer satisfaction which has a direct bearing on the organization's success.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1996
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Consult your customers before making plans
Article Abstract:
The use of strategic planning and identification of customers as a driving force stimulates innovation and flexibility, and keeps the company alert. Market research and customers' satisfaction keep a check on each other. Strategic planning is devoted to raising market share which is a measure of customer satisfaction. It emphasizes on strategic business units which break the company into different components and select appropriate strategies for each unit's situation.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1996
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IRS is lowest ranked service in United States
Article Abstract:
The Internal Revenue Service had the lowest ever American Customer Satisfaction Index (ACSI) score in 1995 while the ASCI score for the U.S. automotive industry increased. The consumers are more satisfied with the automotive product quality than the service quality. The overall dissatisfaction with durables is due to lower service quality. The decline in the quality of goods and services is due to increasing consumer prices and decreasing productivity.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1996
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