Question

Topic: Research/Metrics

Methodology For Customer Satisfaction Index

Posted by Anonymous on 1/19/2006 at 1:39 PM ET 50 Points
Hi,
I wonder if somebody can recommend some useful web resourses and/or books on the above subject.

The questions I want basically to cover:
1) Customer Satisfaction survey (methods, methodology)
2) survey design
3) data analysis
4) CS Index
5) reporting

All other relevant topics would also be interesting to add (in depth, focus groups etc.

Thank you in advance!
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RESPONSES

  • Posted on 1/19/2006 at 7:10 PM Accepted
    For the Customer Satisfaction Index you might want to check out a white paper entitled "Customer Care Cube (C3)TM A Customer Satisfaction and Retention Methodology" on my website at https://www.marketware.biz/white_papers.htm . It proposes a model and methodology that calculates a Customer Satisfaction Index (CSI).

    Let me know what you think.

    Regards

    Pat Divilly
  • Posted on 1/20/2006 at 2:07 PM Author
    2 DWomack:
    I went through the article and frankly speking I consider such approach (with 1 question) too simplified.
    Even if you have say 60% of "I will recommend" and 40% of "I will not" you will want to find out WHY!?
    That is where you will have to use "classical" CS survey.
    DOnt you agree?

    2 Pat:
    I have not yet studied it, but I will.

    thank you to both of you.
    I know of ACSI (apparently you need to by the methodology from them).
    I wonder if there is an good alternative to ACSI ?
  • Posted on 1/21/2006 at 3:14 AM Author
    Thank you Robert for your comprehensive reply!
  • Posted on 1/23/2006 at 1:19 PM Author
    Thank you Daniel!

    Maybe someone could refer me to some more links on the subject?

    And one more question: I have ran across many references to Six Sigma in terms of customer satisfaction research. Do you, marketing experts, use such methods by Six SIgma (if there are any) in your research?

    Thanks again
  • Posted on 1/24/2006 at 3:34 PM Author
    Thanks Jeanne!
    I fully agree with you. Such syrveys should be made on a regular basis and the results should be compared to see if there is any progress. Otherwise most of the efforts are not worthwhile.
    Anyone can say something about Six Sigma?
  • Posted on 1/24/2006 at 8:22 PM Member
    We successfully use Burks Customer Index for our clients - looking at satisfaction, likelihood to use again and likelihood to recommend.
  • Posted on 1/25/2006 at 2:10 PM Author
    To: Holm
    This is interesting. But I have not found anything in google about it. Could you give me some info?
    thanks
  • Posted on 1/27/2006 at 2:37 PM Author
    I appreciate your help, thank you!
    Should you feel to add anything pls do it. I will be around.
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