测量顾客满意度

M. Asher
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引用次数: 8

摘要

断言要保持竞争优势,组织必须迅速行动,识别并满足客户满意度。检查识别客户满意度的方法,测量和使用结果来提高产品和服务的质量。以客户满意为最终目标。就如何确定和实施质量改进计划提供意见。认为只有当客户需求的全部信息掌握在对如何满足客户需求有影响的所有人手中时,才有可能实现客户的完全满意。结论是,通过第一次做对,整个客户/供应商链的重点是满足外部客户的需求,并提供客户满意度。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Measuring Customer Satisfaction
Asserts that to maintain the competitive edge, organisations must move quickly to identify and then meet customer satisfaction. Examines methods of identifying customer satisfaction, measuring and using the results to improve the quality of products and services. Sees customer satisfaction as the end product. Advises on how to identify and implement a quality improvement programme. Contends that complete customer satisfaction is only possible when there is full information about customer requirements in the hands of all and everyone who has influence on how they are met. Concludes that, by getting it right first time, the whole customer/supplier chain focuses on meeting the needs of the external customer, and providing customer satisfaction.
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