外文文獻(xiàn)翻譯——測量管理客戶滿意-其他專業(yè)-文庫吧資料
2025-01-27 09:04本頁面
【正文】 met these goals Before an appropriate customer satisfaction surveying program can be designed, the following basic questions must be clearly answered: How will the information we gather be used? How will this information allow us to take action inside the anization? How should we use this information to keep our customers and find new ones? Careful consideration must be given to what the anization hopes to acplish, how the results will be disseminated to various parts of the anization and how the information will be used. There is no point asking customers about a particular service or product if it won39。t be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and bottomline results. Satisfaction itself can refer to a number of different facts of the relationship with a customer. For example, it can refer to any or all of the following: Satisfaction with the quality of a particular product or service Satisfaction with an ongoing business relationshi
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