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.

Specifically addresses the new customer satisfaction measurement requirement of ISO 9001: 2000 for the first time. Concise, clear and easy to read, guiding the reader smoothly through the process of customer satisfaction measurement. Includes a sample questionnaire design, information on conducting a survey, and analysis of data to help readers compile their own survey of customer satisfaction.

About the Author
Nigel Hill, Bill Self, Greg Roche

Reviews

'This book attempts to redefine the importance of the customer in terms of how their input can be used proactively and creatively for quality improvement...I found the book as a whole an easy, interesting read, being logically structured and well presented.....with the worked examples and commentary proving thought-provoking, uncomplicated and well structured.'
Quality World, July 2002

'This book explains in a clear and simple way how to conduct a professional customer satisfaction survey that will produce reliable results - as well as being consistent with ISO 9001:2000. Not only is each step of the customer satisfaction measurement process explained sequentially, each step is also linked to appropriate clauses in the ISO 9001:2000 statement.'
Quality World, March 2002

Book Information
ISBN 9780750655132
Author Bill Self
Format Paperback
Page Count 160
Imprint Butterworth-Heinemann Ltd
Publisher Taylor & Francis Ltd
Weight(grams) 300g