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Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you’ll learn:
How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits.
How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys.
How to select the right sample size for your survey, and avoid biases for truly significant results.
How to increase your survey response rates: survey methods, timing, incentives and more.
How to survey large and small customer bases for accurate results.
How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work.
How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script.
How to implement your survey. Including data gathering, coding and data entry techniques.
How to analyze your survey results and accurately compare data gathered over time.
How to produce actionable reports based on your findings.
Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused.
Throughout the book you’ll find very specific tips and advice based on the authors’ work developing and implementing customer satisfaction measurement programs.
So whether you’re new to customer satisfaction measurement or have a program in place, you’ll find Listening to the Voice of the Customer an invaluable resource.
About the Author
Dr. Jon Anton has assisted over 200 companies in improving their customer service strategies by designing and implementing customer satisfaction measurement and tracking systems.
Dr. Anton is with the Department of Consumer Sciences at Purdue University and is a researcher at the Purdue Center for Customer-Driven Quality.
Dr. Anton was assisted in the preparation of this manual by Dr. Debra Perkins, who specializes in the practical application of statistics to real-world problems at the firm Customer Relationship Metrics.
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Even a casual glance at business journals and business sections of daily newspapers reveals that the subject of customer satisfaction is receiving extraordinary attention. Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Purdue University New!
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
- Integrating People with Process and Technology "Gaining Employee Acceptance of Technology Initiatives" by Jon Anton on 4 pages
- Offshore Outsourcing Opportunities by Dr. Jon Anton in Back Matter (1), Back Matter (2), and Back Matter (3)
- Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny by Matt McConnell on page 147, page 159, and Back Matter
- Customer Service and the Human Experience: We, the People, Make the Difference by Rosanne D'Ausilio in Back Matter (1), and Back Matter (2)
- From Cost to Profit Center: How Technology Enables the Difference (Call Center Management) by Jon Anton in Back Matter (1), and Back Matter (2)
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