Download or read book Measuring and Managing Customer Satisfaction written by Sheila Kessler and published by ASQ Quality Press. This book was released on 1996-01-01 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you're looking to create a customer satisfaction system or streamline an existing one, this book is a definite must-read. Many organizations use customer satisfaction surveys that are not user-friendly to their customers. In her latest book, Sheila Kessler gives the reader a way to design a coordinated, cost-effective, customer-friendly measurement and management system that provides results. the focus is on planning and implementation--two neglected areas of customer satisfaction measurement. Learn how to choose the appropriate tools, such as written surveys, telephone surveys, focus groups, and employee information. Then use these tools to implement a customer satisfaction system worthy of a gold medal!