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.
Table of Contents
Chapter 1 Why Measure Customer Satisfaction?; Chapter 2 Customer Satisfaction Measurement and ISO 9001:2000; Chapter 3 Identifying Customers’ Requirements; Chapter 4 A Representative Sample; Chapter 5 Survey Decisions; Chapter 6 Questionnaire Design; Chapter 7 Analysis of Data; Chapter 8 Customer Communication; Chapter 9 Internal Communication; Chapter 10 ISO 9004:2000: Beyond Customer Satisfaction Measurement;
Nigel Hill, Bill Self, Greg Roche
'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