Experts link customer satisfaction decline to downsizing
Article Abstract:
The American Customer Satisfaction Index (ACSI) measures customer satisfaction from 200 companies of 33 different industries. Based on the ACSI score for 1st qtr 1997, customer satisfaction has been decreasing sharply as a result of corporate downsizing. Among service industries, which include the US postal service, hospitals and television broadcasters, the travel sector posted the lowest decline in customer satisfaction levels. Meanwhile, the transportation, utilities and communications sectors have a 1997 satisfaction rating of 71.6, which is not only 5.2% less than that of 1996 but is also the lowest so far since the ACSI was introduced in 1994.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1997
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Customer satisfaction measurement instruments: in health care, does one size fit none?
Article Abstract:
The health care industry needs to consider revising the way in which it obtains measurements of customer satisfaction, recognizing that the wrong type of measurement instrument can negatively affect an organization's competitiveness. Tests designed to assess customer satisfaction must attempt to determine differences in perceptions. Standardized tests and customer perceptions can thus be seen as opposing forces. Health care organizations adopting customization as a target will find the smallest homogenous customer segment that it is economically viable to measure and develop an instrument for it.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2000
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A quick, accurate way to determine customer needs
Article Abstract:
Issues relating to imprint analysis are presented, as a means of evaluating customer satisfaction. It is proposed that the identification of the underlying emotions of shareholders, customers and employees can assist in helping companies to gain loyalty and in the determination of preferences.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2001
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