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Article: Measuring customer satisfaction.
- Article from:
- Ceramic Industry
- Article date:
- March 1, 1995
- Author:
CopyrightCOPYRIGHT 1995 BNP Media. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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A well run customer satisfaction measurement program is the key to improved customer retention
Quality has become the strategic driving force for the 1990s. SPC, TQM, ISO 9000 and other acronyms have become a part of every business vocabulary. The true measure of quality is satisfied customers who come back time and time again.
Customer satisfaction accounts for 30% of the Malcolm Baldrige Award points. Companies serving both consumer and industrial markets have established programs to measure customer satisfaction. Some spend in excess of $1 million on customer satisfaction programs. And yet, 50% of companies that start customer satisfaction programs feel the ...