ENGLISH

Customer Satisfaction Measurement for ISO 9000: 2000

By Nigel Hill

Book information

Year
2002
ISBN
0750655135, 9780750655132, 9780080503554
Open Library ID
OL17041367M
Language
english
Format
PDF
Filesize
717 kB (734681 bytes)
Edition
1st
Pages
176\161
Time added
2011-06-04 13:46:07

Description

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.

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