Home

Help Desk Books
Call Center Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Bargain Books (50% off!)

Measuring & Improving Customer Satisfaction & Loyalty Seminar

Designing Effective Questionnaires Workshop

Customer Satisfaction Research, Measurement, and Application Seminar

Analysis & Interpretation
of Customer Satisfaction Data Seminar

More Seminars

Title Index
Subject Index
Author Index
Catalog Index

Email the Librarian
Ways to Order
Shipping Options

How to Measure Customer Satisfaction
by Aale Roos, softcover, 48 pages, 2004, $13.95

Quantity:

Overview

At any help desk, customer satisfaction is a key indicator of success. Though customer satisfaction is easy to perceive, it is difficult to define and sometimes even more difficult to measure. This book will give you the practical information you need to define and measure the satisfaction of help desk customers. It also provides advice on how to report you findings to the help desk and upper management.

Table of Contents

  • Introduction
  • WHY measure customer satisfaction
  • WHAT is customer satisfaction
  • The customers
  • HOW to measure customer satisfaction
  • Spontaneous reactions
  • Weak signals
  • Conducting surveys
  • Creating an effective questionnaire
  • Conducting successful interviews
  • Analysis and reporting
  • Conclusion


The Resource Center for Customer Service Professionals
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251  

Copyright © 1999-2003  Software Company Restructuring Services.  All rights reserved.
Last modified November 20, 2003