Nigel Hill's Customer Satisfaction Measurement for ISO 9000: 2000 PDF

By Nigel Hill

ISBN-10: 0080503551

ISBN-13: 9780080503554

ISBN-10: 0750655135

ISBN-13: 9780750655132

For the 1st time, the ISO 9000 caliber administration typical calls for that registered businesses degree client delight. Many shopper surveys produce deceptive effects as a result of negative questionnaire layout, irrelevant info assortment tools and invalid statistic research. buyer delight size for ISO 9000 explains in a transparent and easy demeanour find out how to behavior a qualified consumer delight survey that may produce a competent end result - in addition to being in line with the necessities of ISO 9001:2000. every one step of the client pride dimension method is defined sequentially and every is associated with applicable clauses within the ISO 9001:2000 assertion. in particular addresses the hot patron pride size requirement of ISO 9001: 2000 for the 1st time.Concise, transparent and straightforward to learn, guiding the reader easily during the technique of consumer delight measurement.Includes a pattern questionnaire layout, details on engaging in a survey, and research of information to aid readers assemble their very own survey of shopper pride.

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Extra info for Customer Satisfaction Measurement for ISO 9000: 2000

Example text

Manufactured products from cars to software are also likely to have comprehensive specifications for design and production, but adhering religiously to the specification will not necessarily result in satisfied customers if, for example, the attitude of the supplier’s staff made the experience of dealing with the supplier a less than pleasant one. Scott Cook, founder of Intuit who supply Quicken personal finance software, understands this well because he views his market through the lens of the customer.

Clearly it would not make sense to undertake a survey to measure customer satisfaction that totally ignored 40–50% of everything the business did. In a business market where most companies have a small number of high value customers and a larger number of low value customers a simple or systematic random sample will inevitably be dominated by the small customers. To achieve a sample that is representative as well as unbiased, stratified random sampling has to be used. Producing a stratified random sample involves dividing the customers into segments or strata first and then sampling randomly within each segment.

Qualitative research involves getting a lot of information from a small number of customers. Lots of information is needed because at this stage you really want to understand them (in the case of CSM what’s important to them as a customer), so that you can include the right questions on the questionnaire. From qualitative research you gather much information and gain a lot of understanding but since it involves only small numbers of customers it won’t be statistically reliable. Quantitative research involves getting a small amount of information from a large number of customers.

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Customer Satisfaction Measurement for ISO 9000: 2000 by Nigel Hill


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