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.
Use Customer Satisfaction Measurement to Improve Performance
Intended to address the practical questions of quality and satisfaction professionals who need quick answers to
specific issues, Customer Satisfaction Measurement Simplified is a concise guide that will show how to implement
an efficient measurement system. Terry Vavra begins by demonstrating how to identify the requirements of the customer,
then explains the best way to measure the level of satisfaction, and finally how to analyze and report the data
collected. In this era of increased competition and globalized economies, businesses are striving to find any point
of uniqueness to distinguish themselves from the competition. By effectively measuring customer satisfaction levels,
organizations can demonstrate how they differentiate from the competition.