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Customer Satisfaction Measurement for ISO 9000: 2000

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Customer Satisfaction Measurement for ISO 9000: 2000

Nigel Hill, Bill Self, Greg Roche

ISBN 0750655135
Pages 176

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.

Why measure customer satisfaction? The requirements of ISO 9000:2000; Identifying customer requirements; A representative sample; Questionnaire design; Conducting the survey; Analysis of data; Customer communication; Continuous improvement - enhancing customer satisfaction; Beyond ISO 9001 - the guidelines of ISO 9004.