Customer Satisfaction Measurement for ISO9000:2000

Edited By Nigel Hill, Bill Self and Rob MacDougall

INTRODUCTION
Specifically addresses the new customer satisfaction measurement requirement of ISO 9001: 2000 · Concise, clear and easy to read. Includes a sample questionnaire design, information on conducting a survey, and analysis of data. For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction.

This is something that ISO 9000 companies MUST ADOPT. They have to incorporate it into their quality manuals, and this book is an essential guide for companies with little knowledge or experience of it.

This book offers guidance on identifying customer requirements, and enhancing customer satisfaction through continuous improvement.

There are 72,000 registered companies in the UK alone, and more worldwide, who will have to comply with this requirement. Many will not have a formal system for measuring customer satisfaction, but will have to develop one within a three year transition period. The book includes vital information on the value of customer retention, sample questionnaire designs, and conducting surveys, and further information on continuous improvement and enhancing customer satisfaction.

All information on the principles and practice of customer satisfaction relates directly to the requirements of ISO 9000.

For further information regarding customer satisfaction and care please visit customer_satisfaction

Recommended readership:

• Organisations seeking certification, or upgrading to ISO 9000.
• Quality Managers and other managers with Quality responsibilities.
• Customer Service Managers.
• Marketing Managers.
• Quality Management auditors, consultants and trainers.
• Undergraduate and postgraduate students on any courses with a quality management component.
• Students studying for membership exams at the Chartered Quality Institute

Subjects covered in this book include:

• 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.

INFORMATION

• ISBN: 0-7506-5513-5
• Pages: 148

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