Ineffective - that's the problem with customer satisfaction surveys

Article Abstract:

Current customer satisfaction surveys have vague dissatisfaction measures, fewer questions regarding market action due to satisfaction degrees and hardly have items on dissatisfaction sources. Technical Assistance Research Programs Inc has unfolded a five-point program for improving customer satisfaction capability. It involves forming a group to spearhead customer-oriented programs, gathering data regarding customer satisfaction and market impact of improved service, assesment and redesign of customer and complaint-handling systems, and training concerned personnel to retain customer loyalty.

Planning, Retail industry, Retail trade, Surveys

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Customer satisfaction: how good is good enough?

Article Abstract:

The advent of total quality management has prompted severalcorporations to make surveys on customers' satisfaction. The concept of satisfaction, however, is unclear since nobody can accurately show the acceptable level of satisfaction. Therefore, a mathematical model has been developed to determine this confusing dilemma. The model initially defines the concept of customer satisfaction an algorithm is provided to determine the behavior of dissatisfied customers. The model, however, is subject to technological developments.

Models

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Is the customer still King?

Article Abstract:

Quality is maintained by ensuring customers are treated in a manner which service providers would wish to be treated themselves.

Services, Study and teaching, Consumers, Quality (Philosophy)

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