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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