Preface
A Process Model
Chapter 1 : The Philosophy of Customer Satisfaction
Chapter 2 : Gaining Access to Customers
Chapter 3 : Satisfaction and the Key Measurement Issues
Chapter 4 : Designing the Questionnaire
Chapter 5 : The Logistics of Satisfaction Data Collection
Chapter 6 : The Basic Tools of CSM Analysis
Chapter 7 : The Basic Graphical Tools for CSM Reporting
Chapter 8 : Advanced CSM Analysis
Chapter 9 : Monitoring Changes in Performance
Chapter 10 : How to Achieve “Buy-In” of CSM Results
Chapter 11 : Globalizing Satisfaction Measurement
Appendix
Table A.1 : Z-Values Representing Areas Under the Normal Curve
Table A.2 : Critical Values of the Chi-Square Statistic
Table A.3 : Critical Values of the T Statistic
Sample Questionnaire
Table A.4 : The Medical Equipment Data
A Bibliography of Customer Satisfaction
Index
