Summary of Measuring Customer Satisfaction and Loyalty

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

Measuring Customer Satisfaction and Loyalty book summary
Start getting smarter:
or see our plans

Rating

6 Overall

8 Applicability

7 Innovation

5 Style

Recommendation

Manufacturing companies use objective measurements to ensure the quality of their products, but if you run a primarily service-related business, how can you control quality? According to survey design consultant Bob E. Hayes, you should use the same type of rigorous statistical analysis a manufacturer would adopt but apply different methods to design and deliver your customer satisfaction questionnaires. Hayes shows you how in this manual, the third edition of his book. He provides a detailed examination of survey design and statistical analysis, with refreshers on everything you’ve forgotten from your college statistics class. Mathematical analysis and survey examples make up the first two-thirds of the volume, while supporting appendices fill the rest. This is not an easy read, but getAbstract recommends it as a useful reference to anyone conducting customer satisfaction surveys, particularly in service businesses.

In this summary, you will learn

  • How to measure quality,
  • How to evaluate customer satisfaction in three steps, and
  • How to construct and use a survey questionnaire.
 

About the Author

Bob E. Hayes, president and founder of Business Over Broadway, a survey-design consulting firm, has a PhD in industrial organizational psychology.

 

Summary

Gauging Quality
Many companies have an increasing interest in quality, a measure of how “products meet the requirements of people who use them.” The objective assessment of quality focuses on specific “hard” product aspects, like manufacturing specifications. For example, “quality of design...

Get the key points from this book in 10 minutes.

For you

Find the right subscription plan for you.

For your company

We help you build a culture of continuous learning.

 or log in

Comment on this summary

More on this topic

Customers who read this summary also read

More by category