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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.