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



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

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