Customer Satisfaction Measurement for ISO 9000: 2000 [Paperback]

Bill Self (Author), Greg Roche (Author), Nigel Hill (Editor)

Book Description

Publication Date: January 9, 2002

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction.



Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis.

Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

Specifically addresses the new customer satisfaction measurement requirement of ISO 9001: 2000 for the first time.

Concise, clear and easy to read, guiding the reader smoothly through the process of customer satisfaction measurement.

Includes a sample questionnaire design, information on conducting a survey, and analysis of data to help readers compile their own survey of customer satisfaction.

Editorial Reviews

Review

'This book attempts to redefine the importance of the customer in terms of how their input can be used proactively and creatively for quality improvement...I found the book as a whole an easy, interesting read, being logically structured and well presented.....with the worked examples and commentary proving thought-provoking, uncomplicated and well structured.'
Quality World, July 2002

'This book explains in a clear and simple way how to conduct a professional customer satisfaction survey that will produce reliable results - as well as being consistent with ISO 9001:2000. Not only is each step of the customer satisfaction measurement process explained sequentially, each step is also linked to appropriate clauses in the ISO 9001:2000 statement.'
Quality World, March 2002

Product Details

• Paperback: 176 pages
• Publisher: Butterworth-Heinemann; 1st edition (January 9, 2002)
• Language: English
• ISBN-10: 0750655135
• ISBN-13: 978-0750655132
• Product Dimensions: 9.2 x 6.1 x 0.5 inches
• Shipping Weight: 9.6 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #2,674,108 in Books (See Top 100 in Books)

More About the Author

Bill Self is on a mission to transform product-centric organizations into customer-centric ones. Decades of experience in the customer loyalty and satisfaction field have taught him that the most successful, winning organizations are the ones whose people truly see things through the eyes of their customers.

Bill has presented to organizations around the world on how to build a sustainable, customer-centric culture that turns buyers into raving fans who love to do business with them. Unlike other customer loyalty speakers, he has the in-depth, practical skills and knowledge to help you make a deep and lasting transformation in your business. Many in the customer loyalty field focus strictly on "Level One" strategies and tactics, which pertain only to employees in direct contact with customers. Bill compellingly makes the case that systematically involving everyone in the organization, not just front-line employees, is the ultimate key to achieving the highest levels of customer-centric excellence.

Bill is the president of the North American division of The Leadership Factor, a global research organization specializing in customer loyalty. He is a member of the National Speakers Association and delivers dynamic presentations on the transformative power of genuine customer-centric behavior at conferences or in settings for individual companies.